Senior Technical Operations Analyst (ServiceNow)

Key Skills

Data science techniques, DevOps, ETL frameworks, JIRA, NoSQL, PowerBI, SQL, Tableau

Job Description

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

As a Senior Technical Operations Analyst with expertise in ServiceNow, you will lead the design, development, and implementation of analytics and reporting solutions across the organization for the ServiceNow platform. You will leverage your deep knowledge of ServiceNow data architecture and BI tools to translate business requirements into actionable insights, providing stakeholders with the critical data needed for informed decision-making. Your role will involve complex data analysis, dashboard development, and process improvements, making data accessible and useful for teams at all levels.

What you'll do:

• Lead BI initiatives by developing reports and dashboards within ServiceNow, utilizing tools like Performance Analytics, Reporting, and third-party integrations.

• Extract, transform, and load (ETL) data from ServiceNow to external BI tools (e.g., Power BI, Tableau) for advanced analytics and reporting.

• Collaborate with cross-functional teams to identify key business metrics, ensuring data accuracy and alignment with business goals.

• Drive the automation of data reporting processes to increase efficiency and reduce manual tasks.

• Provide insights and recommendations based on in-depth data analysis, helping to optimize business processes and service delivery performance. Ensure data governance standards are adhered to, ensuring data quality, security, and compliance with internal policies.

• Act as a subject matter expert on ServiceNow's reporting capabilities and guide stakeholders in developing and refining their reporting needs.

• Perform trend analysis to predict future performance and guide long-term strategic planning.

• Mentor junior team members and provide technical expertise for BI and analytics-related projects.

Who you are:

• 7+ years of experience in a Business Intelligence or Data Analytics role, with at least 3+ years of experience working with ServiceNow.

• Strong proficiency in ServiceNow Performance Analytics, Reporting, and Dashboarding. Experience with SQL, data visualization tools (e.g., Tableau, Power BI), and ETL processes.

• Familiarity with ServiceNow CMDB, ITSM modules, and service management processes.

• Proven experience with data modeling, querying, and data warehousing. Excellent analytical skills with the ability to interpret complex data and provide actionable insights.

• Strong communication and presentation skills, capable of translating data into meaningful business stories for non-technical audiences.

• Experience with data governance and ensuring compliance with data security standards.

• Bachelor's degree in Data Science, Computer Science, Information Systems, or a related field

Preferred Skills:

• Certifications in ServiceNow or relevant BI tools.

• Experience with ServiceNow ITSM, ITOM, CSM.

• Familiarity with agile methodologies and tools like Jira.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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