Lead ServiceNow Reporting Analyst

Who We Are :

When we say, the stuff dreams are made of, were not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth.

Behind WBDs vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating whats next.

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves.

Here you are supported, here you are celebrated, here you can thrive.

Your New Role :

The Lead, ServiceNow Reporting Analyst will play a pivotal role in the Enterprise Service Management (ESM) office, supporting the development and implementation of data-driven insights and reporting capabilities that enhance visibility into the effectiveness of Service Management operations.

Based in Hyderabad, this role will be instrumental in translating data into actionable reporting for decision-making across the organization.

This position collaborates closely with ESM Service Delivery Managers, Process and Capability Owners, and Service Performance Managers, along with key business and technology stakeholders.

The Lead Reporting Analyst will support the design and delivery of advanced analytics solutions leveraging ServiceNow Performance and Platform Analytics.

The role requires deep expertise in service management metrics, ITIL practices, KPI modeling, and the use of ServiceNow data structures to deliver impactful, reliable, and secure analytics solutions.

Your Role Accountabilities :

DATA STRATEGY & LEADERSHIP :

- Develop the reporting and analytics strategy for the ESM function to support strategic goals, operational reviews, and continual service improvement initiatives.

- Establish and evolve performance frameworks based on ITIL principles, focusing on service KPIs, CSFs, and leading/lagging indicators.

- Provide thought leadership and mentorship on data-driven service management best practices within the team and across partner functions.

REPORTING DEVELOPMENT & IMPLEMENTATION :

- Design and develop reporting solutions within ServiceNow Performance Analytics and Platform Analytics including scorecards, breakdowns, KPIs, and time series visualizations.

- Build and optimize dashboards and reports in ServiceNow to support operational monitoring and strategic decision-making.

- Ensure data modeling, metric definitions, filters, and access controls follow best practices for scalability, consistency, and governance.

Stakeholder Engagement & Requirements Gathering :

- Partner with process owners, delivery managers, and business teams to gather requirements and translate them into clear reporting specifications and dashboard wireframes.

- Facilitate workshops, discovery sessions, and UAT for metrics and dashboard builds to ensure business value and stakeholder satisfaction.

- Promote transparency and collaboration by ensuring metrics align with service objectives and are communicated effectively across the organization.

OPERATIONAL SUPPORT & CONTINUOUS IMPROVEMENT :

- Monitor the performance, usage, and impact of reports and dashboards to identify improvement opportunities and enhance reporting value.

- Continuously enhance data quality, consistency, and automation within the reporting environment.

- Support root cause analysis and performance deep dives through tailored reports and analytics reviews.

GOVERNANCE, DOCUMENTATION & COMPLIANCE :

- Maintain documentation on metrics definitions, dashboards, report logic, and data sources.

- Ensure compliance with internal governance policies and regulatory requirements, including data privacy and security controls.

- Support internal audits and operational reviews by producing traceable and accurate data artifacts.

Qualifications & Experiences :

- 6+ years of experience in reporting, analytics, or business intelligence, with at least 3 years specifically focused on ServiceNow reporting.

- Advanced proficiency with ServiceNow Performance Analytics, Platform Analytics, and custom reporting tools.

- Deep understanding of ITIL, service management KPIs, and operational performance metrics.

- Demonstrated success in delivering insights from data through reports, dashboards, and stakeholder collaboration.

- Strong analytical, communication, and data storytelling skills.

- Bachelors degree in Information Systems, Data Analytics, Computer Science, or a related field.

Not Required But Preferred Experience :

- ITIL v4 Certification (Foundation or higher).

- ServiceNow Certified System Administrator, Performance Analytics, or Reporting certifications.

- Experience with ServiceNow data schema, roles and access models, and reporting integrations.

- Familiarity with HRSD, ITSM, and cross-platform reporting for enterprise services.

- Experience working in global organizations or shared service environments.

How We Get Things Done :

This last bit is probably the most important Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done.