ITSM Data & Reporting Analyst / Power BI

Role Overview

This contract opportunity is with a leading financial services client in Toronto. The position focuses on converting IT service management and operational data into practical analytics and reporting that improve service performance. The role centers on building and enhancing enterprise reporting across Power BI, ServiceNow, and connected data platforms to support proactive operations and informed decision-making.

Compensation

The pay rate is CAD 65.30 to CAD 78.37 per hour.

Key Responsibilities

• Create, enhance, and support Power BI dashboards covering ITSM performance, operational KPIs, and service health.
• Combine and review data from ServiceNow modules such as Incident, Problem, Change, and CMDB, along with cloud, infrastructure, and application sources.
• Convert complex data into concise, leadership-ready insights that surface trends, risks, and improvement opportunities.
• Perform forward-looking trend analysis to uncover recurring issues and areas for continuous improvement.
• Collect, clarify, and prioritize reporting needs so solutions align with stakeholder expectations and scale effectively.
• Establish and preserve common reporting structures, KPI definitions, and data models.
• Protect data quality, governance, integrity, and clear documentation across reporting assets.
• Automate and streamline reporting processes to cut down manual work and increase efficiency.
• Support cross-functional conversations that help teams make better data-driven decisions.

Required Experience and Background

• 5 to 7+ years of experience in reporting, analytics, or business intelligence.
• At least 5 years of Power BI development experience, including data modeling, DAX, and dashboard creation.
• Solid knowledge of ITIL practices and Site Reliability Engineering concepts.
• Practical experience using ServiceNow ITSM data for operational reporting, including Incident, Problem, Change, and CMDB.
• Ability to turn data into meaningful insights and executive-level narratives for business leaders.
• Strong analytical ability to spot patterns, trends, and anomalies.
• Proven success working across both technical and business teams.
• Excellent communication, facilitation, and documentation skills.
• Experience in IT environments, preferably in financial services.
• Bachelor’s degree is required; preferred fields include Business, Finance, Engineering, Science, Mathematics, or a related discipline.

Preferred Qualifications

• Previous experience in financial services.
• Background in business process mapping, requirements documentation, and solution design.
• Ability to influence stakeholders across technical and business functions.
• Strong focus on detail, data accuracy, and quality.
• Good problem-solving skills and comfort handling competing priorities.
• Confidence working independently in a fast-moving, high-visibility environment.
• Creative approach to identifying issues and proposing solutions.

Additional Information

This employer is an equal opportunity agency and employer. Applicants are considered without regard to race, color, religion, national origin, sex, age, or physical or mental disability. The employer and its clients may use technology-enabled tools, including automation and artificial intelligence, to assist with parts of recruitment such as resume screening, application management, and candidate matching. These tools support recruiters and clients and do not replace human decision-making. The posting reflects a current or anticipated vacancy, may be filled at any time, and can be removed without notice once the role is filled.

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