Analyst, SLM & ITSM Data Insights

As an Analyst, SLM & ITSM Data Insights at EBRD, you will transform complex IT service data into meaningful insights to drive performance transparency, automate reporting, and support smarter decision-making across the organisation. You will work with ServiceNow, Power BI, and advanced analytics to improve service quality, governance, supplier performance, and operational excellence.

Responsibilities

• Support the administration and operation of the SLM process and framework in line with approved standards, controls and guidance.
• Maintain SLA, XLA, OLA, KPI and service-metric records while collecting, reconciling and validating service-performance data, investigating anomalies and escalating unresolved data-quality issues.
• Maintain controlled SLM and ITSM reporting artefacts, including the reports catalogue, data dictionary logic, data models, standards, controls, dashboards and scorecards, ensuring consistent, reusable and trusted reporting across the organisation.
• Provide transparent visibility of service performance, risk, compliance, supplier performance and operational effectiveness, supporting enterprise IT risk, assurance and governance reporting requirements.
• Working alongside the SLM & ITSM Data Insights Manager, internal and external stakeholders, provide support in helping define, negotiate, monitor, align and improve service commitments, ensuring alignment between business services, operational teams and contractual obligations.
• Drive continual improvement, automation and predictive service insights through advanced analytics, forecasting, data modelling, visualisation, self-service reporting and data integration, helping identify emerging risks, improve service stability, reduce manual effort and deliver measurable business outcomes.
• Provide subject matter expertise and promote a data-driven culture for SLM, service performance reporting and ITSM data to internal and external teams contributing to providing training, awareness, knowledge-sharing and working groups, improving understanding of service performance, reporting and data ownership practices.

Requirements

• Demonstrated experience delivering SLM and ITSM Data Insights within large, complex organisations, ideally operating in a multi-tier SIAM model.
• Practical experience supporting the design, implementation and operation of SLAs, XLAs, OLAs, KPIs, service metrics and performance targets.
• Strong working knowledge of SLM governance activities and artefacts, including SLA/OLA documentation, service performance reports, scorecards and service improvement plans.
• Experience translating SLM and ITSM reporting requirements into ServiceNow configuration, reporting enhancements and workflow improvements.
• Proven capability developing automated and interactive reports, dashboards and scorecards using ServiceNow Reporting, Performance Analytics, Platform Analytics, Power BI or comparable tools.
• Proficiency in analytics and integration technologies and frameworks such as DAX, SQL, JavaScript, Tableau, REST APIs and OData connectors to support consolidated, multi-source ITSM performance insight.
• Experience producing controlled, high-quality SLM and ITSM reporting outputs, with emphasis on accuracy, consistency, traceability and effective use of enterprise data.
• ITIL 4 certified with broad proficiency across all ITIL practices.
• Desirable: ITIL 4 Managing Professional modules, including: CDS, DPI, DSV, HVIT and MSF.

Skills

• SLM Data Insights
• ITSM Data Insights
• Multi-tier SIAM Model
• SLA Design
• XLA Implementation
• OLA Operation
• KPI Design
• Service Metrics
• Performance Targets
• SLM Governance
• SLA Documentation
• OLA Documentation
• Service Performance Reporting
• Scorecards
• Service Improvement Plans
• ServiceNow Configuration
• ServiceNow reporting
• ServiceNow Workflow
• Performance Analytics
• Platform Analytics
• Power BI
• DAX
• SQL
• JavaScript
• Tableau
• REST APIs
• OData Connectors
• ITSM Performance Insight
• ITIL Certification

Languages

English