Citi s IT Service Management ITSM and Production Operations organizations supports hundreds of thousands of IT incidents problems changes and requests each year enabling Citi to deliver on its business-driven priorities The IT Service Management Reporting Analyst is a key member of the IT Service Management Office and provides operational analytics and reporting support to the ITSM Process Owners and Enterprise As an IT Service Management Reporting Analyst you will help create develop and be accountable for both short medium and long-term continuous improvement strategy for IT Service Management reporting at Citi Working with ITSM process owners operational execution delivery owners along with customers and stakeholders you will help set process strategy develop and operate a continual service improvement roadmap across process technology and people while supporting ongoing audit risk and compliance needs Key Responsibilities End-to-end accountability working in conjunction with key stakeholders for developing and creating strategic ITSM reporting including ServiceNow on-platform reports and dashboards using Performance Platform Analytics and dashboards Working with customers and stakeholders to identify inventory assess rationalize and prioritize reporting needs and requests Design develop and implement timely and accurate data reports using on-platform ServiceNow reports dashboards Grafana and Tableau Develop and implement centrally published reports and dashboards for key ITSM key indicators and metrics that meet the enterprise needs for all business sectors Gather critical KPIs and build core operational dashboards to help teams drive operational rigor and manage performance Partner with customers and stakeholders to ensure standardized utilization of the reporting capabilities within the ServiceNow Platform Develop guidelines processes and best-practices to ensure consistent usage of data elements and elimination of redundant reporting within the platform Creat

📌 It Service Management Reporting Analyst (Mumbai)
🏢 Citigroup
📍 Mumbai