ITSM Reporting Specialist

At Danaher, our work saves lives. And each of us plays a part. Fueled by our culture of continuous improvement, we turn ideas into impact – innovating at the speed of life.

Our 60,000+ associates work across the globe at more than 15 unique businesses within life sciences, diagnostics, and biotechnology.

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The ITSM Reporting Specialist is responsible for delivering actionable insights, operational reporting, and executive-level dashboards that enable data-driven decision making across Enterprise Service Management processes. This role serves as the primary owner for ServiceNow reporting, performance analytics, KPI governance, and service management metrics.

Design, develop, and maintain ServiceNow reports, dashboards, scorecards, and Performance Analytics solutions that provide operational, management, and executive visibility into IT service performance.

Develop and automate ITSM reporting and KPI frameworks, delivering actionable insights on incident, problem, change, request, knowledge, CMDB, asset, and service catalog performance while reducing - manual reporting effort.

Analyze service delivery metrics and trends, including ticket volume, backlog, aging, MTTR, change success rates, problem trends, knowledge adoption, and service request performance, identifying opportunities for continuous improvement and risk mitigation.

Establish and uphold reporting governance, dashboard standards, visualization best practices, and data consistency requirements, ensuring accurate and reliable reporting across ITSM processes.

Partner with ITSM Process Owners, ServiceNow Platform teams, CMDB teams, and project stakeholders to define reporting requirements, develop success measures, and resolve data quality issues that impact reporting accuracy and decision-making.

ServiceNow certifications, including Certified System Administrator (CSA) , Certified Implementation Specialist (CIS-ITSM) , and/or ITIL Foundation Certification .

Experience with CMDB/CSDM reporting, service data models, and ServiceNow Performance Analytics configuration .

Experience supporting enterprise-scale ServiceNow environments and leveraging advanced analytics technologies such as Power BI, SQL, Python, or similar platforms .

Danaher offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.

Check out our benefits at Danaher Benefits Info .

At Danaher, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Danaher can provide.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com .