WFM & Reporting Specialist (MIS)

Job Description

About the Role :

We are looking for a professional with an experience of 4 years in Workforce Management (WFM), reporting or data analysis within an IT service management or operations environment.

Requirements

• Develop and maintain interactive dashboards and performance reports using tools like Power BI, Excel, and ServiceNow.
• Provide timely and accurate metrics to support operational reviews, service health checks, and strategic decision-making.
• Analyze incident, request, problem, and change data to identify patterns, root causes, and opportunities for improvement.
• Collaborate with IT support teams to define and refine KPIs, SLAs, and reporting requirements.
• Ensure data integrity and consistency across all reporting outputs; proactively resolve anomalies.
• Automate recurring reports and streamline reporting processes to reduce manual effort.
• Support leadership with ad hoc reports, data extracts, and presentations for internal and external stakeholders.
• Contribute to continuous improvement initiatives by providing data-driven insights and recommendations.
• Maintain documentation for reporting processes, data sources, and metric definitions.
• Leverage ServiceNow reporting capabilities to extract and visualize operational data.
• Experience in working with ITSM tools and knowledge management platforms for example, ServiceNow Knowledge Base.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Proven ability to translate raw data into meaningful insights and actionable recommendations.
• Experience in trend analysis, forecasting, and capacity planning.
• Proficiency in Excel, Power BI, and other data visualization tools.
• Familiarity with ITIL processes and service management metrics.
• Excellent communication skills to present data clearly to both technical and non-technical audiences.
• Ability to manage multiple reporting tasks and meet deadlines in a fast-paced environment.

Certifications

Skills Required

Servicenow, Trend Analysis, Bmc Remedy, Capacity Planning, Power Bi, Forecasting, Itil Processes, Excel