ServiceNow Developer (Service Integration and Management Reporting) Full Time

Shift: IST Evening Shift (USA Central Time Morning Hours)

Employment Type: Contract / Freelancing

Location: Remote | India

Were hiring for one of the top IT services companies.

SPADTEK Solutions is proud to collaborate with leading IT organizations to source exceptional talent for their full-time positions. Client/Implementation Partner is a globally recognized IT services and consulting company, trusted by Fortune 500 clients and enterprises worldwide. With a strong presence across cloud, data engineering, AI, and digital transformation and is known for delivering cutting-edge solutions that drive business growth and innovation.

Working on enterprise-scale projects with global clients.

Exposure to next-gen technologies across cloud, data, and digital platforms.

A culture that values continuous learning, collaboration, and career growth.

Being part of a company consistently ranked among the top IT employers.

If you are an experienced professional seeking a long-term career opportunity with one of the industry s most respected names, this is your chance to join top IT services company through SPADTEK Solutions.

Job Summary

We are looking for who are interested to work as a freelancer or in contract experienced SIAM Reporting & Service Performance Analyst with strong expertise in ITSM reporting, SIAM governance, and service performance analytics. The ideal candidate should have hands-on experience in ServiceNow reporting, Power BI dashboard creation, KPI/SLA analysis, and ITIL-based service management processes.

The candidate will work closely with the SIAM Governance Lead, SMO teams, Global Process Leads, MSPs, and Service Integrators (SIs) to ensure accurate, transparent, and data-driven service reporting across the organization. The role requires strong analytical capabilities to identify operational gaps, process inefficiencies, risks, and watermelon effects within the service environment.

The candidate should be comfortable working during IST evening hours with overlap into US Central Time (CT) morning hours for collaboration meetings.

Key Responsibilities

Service Performance & Reporting

• Monitor and analyze Key Performance Indicators (KPIs) for Managed Service Providers (MSPs) and internal IT teams.
• Collect, validate, and analyze service performance data against standardized ITSM measurement points.
• Build and maintain dashboards and reports using ServiceNow and Power BI.
• Generate actionable service performance reports and trend analysis for leadership teams.
• Ensure reporting accuracy and alignment across Service Integrators (SIs) and internal IT teams.

SIAM Governance & Process Management

• Work closely with the SIAM Governance Lead on SLA, OLA, and SLO tracking and reporting.
• Analyze service delivery performance and identify risks, service gaps, and improvement opportunities.
• Support Service Management Office (SMO) activities and collaborate with Global Process Leads.
• Conduct reporting audits and quality analysis for continuous improvement initiatives.
• Identify watermelon effects and hidden operational issues through detailed performance analysis.

Analytics & Continuous Improvement

• Use data-driven insights to support service improvement initiatives.
• Provide transparency and visibility into operational performance across Towers and Service Integrators.
• Maintain real-time reporting dashboards and measurement frameworks.
• Support governance reviews and operational reporting discussions.

Required Skills & Qualifications

• Strong understanding of ITIL V3 processes and ITSM best practices.
• ITIL V3 Certification is mandatory.
• Hands-on experience with:
• ServiceNow Reporting & Dashboards
• Power BI
• KPI/SLA/OLA/SLO Reporting
• ITSM Measurement & Governance
• Knowledge and understanding of Celonis Process Mining.
• Experience working in SIAM, SMO, or enterprise IT governance environments.
• Strong analytical and problem-solving skills.
• Ability to independently analyze processes and identify operational inefficiencies.
• Excellent communication and stakeholder management skills.
• Experience working with multiple vendors, MSPs, and Service Integrators.