Data Insights

SUMMARY

The Data Insights & Analytics Engineer is responsible for the overall reporting, analytics, and KPI strategy for the ServiceNow platform. This role establishes a unified reporting framework, ensures data-driven visibility across business units, and enables senior leadership to measure operational performance and platform ROI.

This individual serves as both a strategic owner (defining analytics vision, governance, and standards) and a technical developer (building dashboards, reports, and insights in Performance Analytics, Reporting, and Visualization tools).

They work closely with process owners, platform administrators, and business leaders to ensure that analytics consistently reflect accurate, actionable, and meaningful data.

JOB RESPONSIBILITIES

Strategic Ownership

• Serve as the single point of contact for ServiceNow reporting, metrics, and analytics governance.
• Define and maintain KPI standards, calculation methods, and reporting cadence across all ServiceNow modules.
• Partner with platform and process owners to ensure reporting aligns to business goals and ITIL-based service performance.
• Measure and communicate ServiceNow platform ROI through adoption metrics, productivity improvements, and automation gains.
• Provide insight and recommendations to improve process outcomes and business performance using analytics trends.

Dashboard & Report Development

• Design, build, and maintain dashboards and reports in ServiceNow Platform Analytics, Performance Analytics, Dashboards, and Report Designer.
• Create executive-level control towers and operational dashboards for real-time visibility across services, customers, and projects.
• Collaborate with business units to translate requirements into KPIs and visualization designs.
• Develop automated reports and scorecards supporting QBRs, SLAs, service delivery, and customer experience tracking.
• Ensure reporting consistency across multiple technology platforms (e.g., ServiceNow, Power BI, Salesforce).

Data Governance & Quality

• Establish and enforce reporting and analytics governance standards, including source data validation and consistency.
• Partner with CMDB and process owners to ensure data integrity across all reporting layers.
• Maintain performance analytics data collection jobs, indicator sources, and breakdowns for accuracy and performance.
• Define best practices for naming conventions, documentation, and maintenance of analytics assets.

Continuous Improvement

• Stay current on ServiceNow releases, new Performance Analytics capabilities, and AI/Now Assist features.
• Identify opportunities for automation, predictive analytics, and proactive insights.
• Educate stakeholders on the use of dashboards and reporting tools to drive adoption and self-service analytics.

QUALIFICATIONS

• 3+ years of ServiceNow experience, with emphasis on Performance Analytics, Reporting, or Data Visualization
• Demonstrated ability to design and deliver dashboards across ITSM, CSM, SPM modules
• Strong understanding of ServiceNow data structures, tables, relationships, and CMDB dependencies
• Ability to collaborate effectively across technical and non-technical stakeholders
• Excellent analytical, documentation, and presentation skills
• Experience in a Managed Service Provider (MSP) or multi-client environment
• Familiarity with ITIL-based KPI frameworks (e.g., MTTR, SLA compliance, service backlog, project performance)
• Hands-on experience with VividCharts, Power BI, or Tableau
• Exposure to Automation Engine, Flow Designer, or Now Assist analytics features
• Certifications (Preferred): ServiceNow Certified System Administrator (CSA), Performance Analytics & Reporting Micro-Certification, Data Visualization Micro-Certification, Performance Analytics Advanced Micro-Certification, ServiceNow Certified Application Developer (CAD), ITIL 4 Foundation, Now Assist for ITSM / AI Fundamentals

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.

BENEFITS

• Full Philippine Statutory Benefits
• 13th Month Pay
• De Minimis Allowance
• Night Shift Differential Pay
• Paid Time Off (PTO)
• Health Insurance
• Life Insurance (maximum of PHP 3M coverage)
• Company-Provided Equipment