Service Performance Reporting Analyst (ITSM / SIAM)

JOB TITLE:Service Performance Reporting Analyst (ITSM / SIAM)LOCATION:India – RemoteWORK HOURS:IST evening hours with required overlap with US Central Time morningsSummaryThe Service Performance Reporting Analyst supports consistent, data-driven service performance measurement across a SIAM environment. This role focuses on ITSM analytics, KPI reporting, and dashboard development to enable transparency, identify service gaps, and drive continuous improvement across Service Integrators and internal IT teams.ResponsibilitiesMonitor and report on key performance indicators (KPIs) across managed service providers (MSPs) and internal IT teams.Collect, validate, and analyze service performance data using standardized ITSM measurement points.Build, maintain, and enhance reports and dashboards in ServiceNow and Power BI.Identify trends, risks, gaps, and “watermelon” metrics (green KPIs masking underlying issues).Produce regular, actionable performance reports for leadership and governance forums.Support SLA, OLA, and SLO reporting in close collaboration with the SIAM Governance Lead.Ensure reporting accuracy and alignment across Service Integrators and our client’s IT organization.Report on problem audits to support quality analysis and continuous improvement initiatives.Maintain real-time dashboards to provide visibility across Towers and Service Integrators.QualificationsITIL v3 certification with strong understanding of SMO, SLM, and SLR processes.Hands-on experience building reports and dashboards in ServiceNow and Power BI.Working knowledge of Celonis or similar process mining tools.Solid understanding of ITSM measurement frameworks and performance reporting best practices.Strong analytical skills with the ability to translate data into clear, actionable insights.Ability to work independently and collaborate effectively in a global, matrixed environment.

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