IT Service Lead Analyst
Core
Define and manage KPI frameworks, dashboards, and reporting for IT application production support to drive operational visibility and continuous improvement.
Role type
Senior IC IT Service Lead Analyst (Operational Reporting & Performance Management)
Builds
Executive performance summaries, service dashboards, and KPI frameworks for IT application production support
Domain
Healthcare / IT Service Management
Deliverable
dashboards & analysis
Required skills
KPI framework definition, operational reporting, ServiceNow reporting, service data analysis, trend identification, ITIL-aligned metrics, stakeholder communication
Preferred skills
Power BI, Excel, ServiceNow Performance Analytics, application production support experience, regulated industry experience
Technologies
ServiceNow, Power BI, Excel
Responsibilities
Define and maintain service performance KPI frameworks; Develop and manage dashboards and executive performance summaries; Monitor and analyze service metrics (SLA, backlog, incident trends); Identify service risks and capacity concerns through trend analysis; Support service review forums with performance commentary; Partner with reporting teams to improve automation and consistency