Data Analyst - ITSM - 100% Remote

We are seeking a highly skilled Data Analyst with deep expertise in IT Service Management (ITSM), advanced Power BI experience, and strong proficiency in Jira Service Management. This role is critical in driving visibility into IT operations by transforming complex service data into meaningful, actionable insights that support service excellence, operational efficiency, and strategic decision-making.

The ideal candidate brings a strong understanding of ITIL frameworks, Sound ITSM Operations knowledge/hands-on experience with Jira Service Management data models, and a proven ability to design and deliver robust reporting solutions that highlight performance across key ITSM functions.

Key Responsibilities

• Analyze and interpret ITSM data across Jira Service Management, Confluence, and integrated systems to support operational and strategic reporting needs.

• Design, develop, and maintain advanced Power BI dashboards and reports focused on core ITSM processes, including Incident, Problem, Change, and Request Management.

• Define and track critical KPIs such as SLA compliance, MTTR, backlog health, change success rates, and service request trends.

• Partner with IT Operations, Service Desk, and leadership teams to provide data-driven insights that identify trends, risks, and opportunities for continuous service improvement.

• Build scalable and automated reporting solutions leveraging Power BI, SQL, and Jira Query Language (JQL) to ensure timely and accurate delivery of operational metrics.

• Perform root cause analysis and trend analysis to support problem management and proactive service improvements.

• Establish and enforce data governance, ensuring consistency, integrity, and reliability of ITSM data across platforms.

• Translate complex technical data into clear, concise narratives and visualizations for both technical stakeholders and executive audiences.

• Collaborate with process owners to align reporting outputs with ITIL best practices and organizational performance objectives.

Qualifications

Required:

• 5+ years of experience in ITSM analytics, data analysis, or Jira Service Management reporting.

• Strong working knowledge of ITIL processes, including Incident, Problem, Change, and Request Management.

• Demonstrated expertise in Jira Service Management data structures, JQL, and reporting capabilities.

• Advanced proficiency in Power BI, including data modeling, DAX, and dashboard design for operational reporting.

• Strong SQL skills with the ability to extract, transform, and analyze large datasets.

• Proven ability to deliver insights that drive operational improvements and influence decision-making.

• Excellent communication skills, with the ability to present complex data clearly to diverse audiences.

Preferred:

• Experience with Atlassian Cloud (Jira and Confluence), including integrations and API-based data extraction.

• Familiarity with other ITSM platforms such as ServiceNow or Zendesk.

• Experience with scripting or automation tools (e.g., Python or R) for data processing and reporting pipelines.

• ITIL Foundation certification or equivalent practical experience.