Payrate: $75.00 - $85.00 /hr.
Position Summary
Food and Beverage's Strategy & Transformation organization is seeking a Senior ITSM Business Intelligence Analyst to join the S&T Sustain & Operations team supporting IBP, Supply Chain & Enabling Functions and Consumer & Commercial. This role is a high-impact, consulting-style engagement focused on reimagining the team's KPI and reporting framework across service management, change management, and problem management disciplines. The successful candidate will bring a fresh, outside-in perspective, challenging legacy reporting patterns, introducing industry-standard KPIs, and designing modern, automated dashboards that tell a compelling data story. Rather than simply maintaining existing reports, this individual will evaluate current data maturity, identify gaps, and propose and deliver innovative visualization and automation strategies that enable Food and Beverage's leadership to make faster, more confident decisions.
Key Responsibilities • Conduct a comprehensive assessment of existing KPI dashboards, data sources, and reporting workflows to identify gaps, redundancies, and improvement opportunities.
- Design and build a next-generation KPI dashboard in Power BI leveraging ServiceNow data (incidents, problems, change requests, CMDB) and supplementary sources (FullStory, AppDynamics, etc.).
- Introduce industry best-practice KPIs for ITSM, going beyond traditional metrics (MTTR, SLA breaches) to incorporate advanced indicators such as service health scores, change success rates, problem recurrence trends, and end-user experience metrics.
- Apply structured problem-solving frameworks (Lean Six Sigma, Five Whys, Pareto analysis, fishbone diagrams) to uncover root causes hidden in operational data.
- Partner with internal data engineering teams to identify and request missing data feeds; specify data requirements without needing to perform ETL work directly.
- Evaluate opportunities to leverage Food and Beverage's internal AI framework to automate insight generation, narrative reporting, and anomaly detection on top of the new dashboards.
- Translate complex data findings into clear, executive-ready visualizations and narratives that drive decision-making at the Director and VP level.
- Provide recommendations on data quality improvements, including resolution-type code consistency, CMDB hygiene, and data entry standards across ServiceNow.
- Reduce manual reporting burden by eliminating copy/paste workflows from ServiceNow to Excel to PowerPoint and delivering live, self-service dashboards.
- Document all dashboard designs, data mappings, and KPI definitions to ensure long-term sustainability and knowledge transfer to the internal team.
Required Technical Skills: • Power BI: Expert-level proficiency in building interactive dashboards, DAX measures, data modeling, and Power Query transformations.
- ServiceNow: Strong working knowledge of the ServiceNow platform, including incident, problem, change, and CMDB modules; ability to query and extract data for reporting.
- KPI & Metrics Design: Proven experience defining and implementing ITSM KPIs aligned with ITIL best practices (e.g., incident volume trends, MTTR, change failure rate, problem resolution aging, customer satisfaction / NPS).
- Data Analysis & Quality: Ability to assess data completeness, identify gaps, and recommend data governance improvements; familiarity with CMDB data stewardship.
- Process Improvement Methodologies: Hands-on experience with Lean Six Sigma, Pareto analysis, root cause analysis (RCA), and continuous improvement frameworks.
- AI & Automation Awareness: Familiarity with AI-driven analytics, automated reporting, or intelligent dashboarding concepts; ability to identify where AI/ML can add value.
Preferred / Nice-to-Have: • Experience with AppDynamics, FullStory, or similar application performance / digital experience monitoring tools.
- Familiarity with SAP data ecosystems and enterprise supply chain / IBP reporting.
- Background in the retail or consumer packaged goods (Client) industry.
- Experience with Happy Signals or similar employee experience measurement platforms.
Soft Skills: • Consulting Mindset: Ability to operate as a trusted advisor; challenge the status quo diplomatically and propose data-driven alternatives.
- Outside-In Thinking: Brings industry benchmarks, external best practices, and fresh perspectives rather than defaulting to internal conventions.
- Storytelling with Data: Translates raw metrics into compelling narratives that resonate with both technical teams and executive leadership.
- Proactive & Self-Directed: Takes ownership of outcomes without constant oversight; identifies the next question to ask before being prompted.
- Cross-Functional Collaboration: Comfortable working across IT, operations, and business stakeholder groups to gather requirements and drive alignment.
- Communication & Influence: Strong written and verbal communication; able to present fi