ITSM and Reporting Analyst

ITSM & Reporting Analyst

Location: London or Warsaw (Hybrid 2 day per week onsite)

Term: Initial 3 months, outside IR35.

If you thrive on transforming metrics into meaningful insights and want to play a key role in service quality and compliance, this role puts you at the heart of operational transparency for a regulated financial services environment.

Youll be responsible for producing high-impact reports, dashboards, and analytics that inform service reviews, incident trends, change success rates, SLA adherence, and control compliance. Working closely with Service Owners, IT Operations, Risk & Compliance, and senior stakeholders, youll ensure data is accurate, actionable, and aligned to regulatory frameworks.

What youll be responsible for

• Develop and maintain service performance reports across Incident, Change, Problem, and Request Fulfilment
• Monitor SLAs, KPIs, and OLAs to reflect service health and operational commitments
• Build dashboards and visualisations using tools like Power BI, Excel, and ServiceNow Performance Analytics
• Analyse service delivery trends to identify recurring issues and improvement opportunities
• Support service reviews and senior stakeholder meetings with actionable insights
• Ensure data accuracy and completeness within the ITSM platform (e.g., ServiceNow)
• Validate and reconcile data for regulatory and audit reporting (PCI DSS, DORA, ACPR, GDPR)
• Assist in control evidence and audit response materials related to ITSM process adherence
• Support process owners with ad-hoc reporting, metrics tracking, and trend analysis
• Contribute to post-incident reviews, change reviews, and CSI initiatives

What youll bring

• 24 years experience in ITSM reporting, operations, or service analytics
• Bachelors degree in IT, Business Analytics, Computer Science, or related field
• Working knowledge of ITIL (Foundation certification preferred)
• Proficiency in ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management
• Strong skills in Excel (pivot tables, lookups), Power BI, and data visualisation
• Attention to detail and ability to present complex data to technical and non-technical audiences

Bonus points if you have

• Experience in financial services or regulated industries (banking, fintech, insurance)
• Familiarity with operational risk reporting or audit processes
• Understanding of cloud-based service operations and performance monitoring
• Exposure to SQL, scripting, or automation tools (Python, Power Automate)