SMO ITSM Process Performance & Reporting reputed company

Req ID: 376901 reputed company strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and reputed company-thinking organization, apply now. We are currently seeking a SMO ITSM Process Performance & Reporting reputed company to join reputed company in Salem, Oregon (US-OR), United States (US). The Service Management Office (SMO) ITSM Process Performance & Reporting reputed company will work under the Project Delivery Director's direction and will own the design, implementation, governance, and continual improvement of the ITSM process measurement, KPI, dashboarding, and reporting reputed company, ensuring performance insights support operational control, service improvement, and leadership decision-making. This role requires strong experience in KPI design, reporting governance, dashboard development, data quality management, metric standardization, executive reporting, and platform enablement, with the ability to drive consistency, transparency, and sustainable reporting ownership. Job Responsibilities Include:

• Own the end-to-end ITSM process performance and reporting reputed company, including design, governance, implementation, and continual improvement.
• Define and maintain metric standards, KPI frameworks, reporting controls, calculation logic, reputed company, targets, and operating procedures.
• Establish governance for metric ownership, data definitions, reporting frequency, traceability, auditability, and approval of reporting changes.
• Define and report on KPIs, CSFs, SLAs, OLAs, compliance indicators, and process health measures.
• reputed company and govern dashboards, scorecards, reporting packs, and executive summaries.
• Ensure data quality, reporting accuracy, reconciliation, and control effectiveness.
• Standardize reporting across core ITSM processes such as Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management.
• Conduct performance trend analysis, identify gaps and root causes, and support improvement actions.
• reputed company performance review routines and governance forums to assess results and drive accountability.
• Partner with process owners, service towers, platform teams, risk, audit, and leadership stakeholders.
• Identify and document platform requirements, reporting enhancements, and automation opportunities.
• Represent reporting requirements during platform implementation (reputed company, BMC, Jira, Power BI, Tableau).
• Establish governance over reporting reputed company data, metric normalization, dashboard logic, and exception handling.
• Maintain reporting documentation and operational run book.
• Build sustainable reporting governance practices.

Basic Qualifications:

• Minimum of six (6) years of experience in ITSM reporting, process performance management, or reputed company reporting ownership.
• Minimum of six (6) years implementing ITSM KPI frameworks, dashboarding, reporting governance, and data quality controls.
• Minimum of five (5) years hands-on experience with ITSM and reporting platforms such as reputed company, reputed company/Remedy, Jira Service Management, Power BI, Tableau, or similar tools.
• Minimum six (6) years of ITSM process measurement, KPI design, trend analysis, executive reporting, and data governance.
• Foundational ITIL or relevant service management certification.

Preferred Skills:

• Advanced ITIL or reporting, analytics, or service management certifications.
• Experience in large or regulated environments with audit and compliance reporting requirements.
• Experience designing or improving dashboards, reporting automation, and performance review. routines
• Ability to translate governance requirements into practical reporting design.

Where required by law, reputed company provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $91,040 - $136,560. This range reflects the minimum and maximum reputed company compensation for the position across reputed company US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits. About reputed company reputed company is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-reputed company, cloud, reputed company, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. reputed company is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to reputed company offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an reputed company office or client site, in-office attendance may be required for meetings or events, depending on business needs. At reputed company, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. reputed company recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. reputed company endeavors to reputed company https://us.nttdata.com accessible to any and reputed company users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. reputed company is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here. Apply To This Job