For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.
Hanover Technology Group is hiring a Data Analysis & Reporting Engineer for our IT Service Management Operations team in our Worcester, MA or in a remote work arrangement.
POSITION OVERVIEW:
As part of the IT Service Management Operations team, the Data Analyst & Reporting Engineer as part of the Enterprise Technology Operations office will develop and deliver data analytics, reports, and dashboards that drive performance improvement across the organization.
The Data Analyst & Reporting Engineer plays a key role in unlocking our operational data to enhance IT Service Management (ITSM) and other business processes using data from within the ServiceNow platform. The Data Analyst & Reporting Engineer will develop and maintain robust reporting solutions that provide actionable insights, drive informed decision making, and support continuous improvement.
The successful candidate will use their strong analytical skills along with a deep understanding of ServiceNow and Power BI to produce elegant and informative analytics that translate complex data into insightful information. A demonstrated command of ITIL principles along with the supporting metrics is required.
IN THIS ROLE, YOU WILL:
- Gather requirements from stakeholders to design and develop reports and dashboards.
- Collaborate with ITSM process owners and stakeholders to understand data analytics needs and produce actionable reports, dashboards, and data sets.
- Analyze data to identify trends, patterns, and anomalies. Provide insights and recommendations for technology and process improvements.
- Create and maintain dashboards to track and monitor ITSM and other business process performance, including but not limited to: incident, problem, change, release, asset, configuration, and request management.
- Design and implement custom reports, dashboards, and metrics using ServiceNow reporting tools and other relevant technologies.
- Create executive level artifacts to support weekly, monthly, quarterly, and annual reviews of key performance and risk indicators supported by a rich set of dashboards and reports.
- Provide expertise and guidance on best practices for efficient and effective reporting and data visualization within ServiceNow.
WHAT YOU NEED TO APPLY:
- Minimum 3 years of proven experience working with ServiceNow, excellent knowledge of reporting and analytics capabilities within ServiceNow, PowerBI, and other tools.
- Bachelor's degree required
- Familiarity with ServiceNow data structures and access methods.
- Understanding of ITIL and working knowledge of core processes.
- Experience building complex reports, dashboards, and metrics using ServiceNow Performance Analytics, native ServiceNow reporting, PowerBI, or other tools.
- Strong analytical skills with the ability to gather, organize, and interpret data to pinpoint improvement opportunities and present insights in a clear and concise manner.
- Ability to work independently and collaboratively in a team environment, managing multiple priorities and deadlines.
- Attention to detail and a commitment to delivering high-quality, accurate reports.
- Demonstrated experience in developing and implementing reporting solutions to support business objectives.
- Advanced certifications or training in data analysis, business intelligence, or data visualization tools is a plus.
- Alignment with our CARE values (C ollaboration, Accountability, Respect, Empowerment).
- Must be eligible to work in the United States without requiring sponsorship now or in the future (ie. US Citizen or green card holder)
TECHNICAL SKILLS REQUIRED:
- Experience with ServiceNow advanced reporting such as ServiceNow Dashboards and Performance Analytics.
- Experience with advanced reporting tools including Power BI and Tableau.
CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Benefits include:
- Medical, dental, vision, life, and disability insurance
- 401K with a company match
- Tuition reimbursement
- PTO
- Company paid holidays
- Flexible work arrangements
- Cultural Awareness Day in support of IDE
- On-site medical/wellness center (Worcester only)
- Click here for the full list of Benefits
EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.
Privacy Policy:
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