Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. **Position Summary** The ServiceNow ITSM Reporting Analyst plays a crucial role in leveraging data insights to enhance IT Service Management (ITSM) processes within the ServiceNow platform. This role involves gathering, analyzing, and presenting data to support informed decision-making and drive continuous improvement initiatives. The Reporting Analyst collaborates with cross-functional teams to develop and maintain robust reporting solutions that provide actionable insights into ITSM performance, trends, and areas for optimization Primary Duties and Responsibilities: Gather requirements from stakeholders to design and develop ServiceNow ITSM reports and dashboards that align with business objectives and KPIs. Analyze ITSM data to identify trends, patterns, and anomalies, providing insights and recommendations to improve service delivery and efficiency. Create and maintain ServiceNow Performance Analytics dashboards to track and monitor ITSM metrics, including incident management, change management, problem management, and service level agreements (SLAs). Collaborate with ITSM process owners and stakeholders to understand reporting needs and ensure alignment with organizational goals and objectives. Develop and automate scheduled reports and ad-hoc queries using ServiceNow reporting tools and SQL queries, ensuring accuracy and timeliness of data delivery. Provide training and support to end-users on accessing and interpreting ITSM reports and dashboards, empowering stakeholders to utilize data driven insights effectively. Stay current with ServiceNow platform updates, new reporting features, and best practices, and implement enhancements to improve reporting capabilities and efficiency. Work closely with ITSM administrators and developers to optimize data collection processes and ensure data integrity and quality within the ServiceNow platform. **Candidate must be in the East Coast time zone.** **Required Qualifications** 3+ years experience with ServiceNow reporting and analytics tools, including Performance Analytics, Reporting, and Dashboarding. 3+ years experience with SQL queries and database management for data extraction, manipulation, and analysis. **Preferred Qualifications** Experience with ServiceNow Performance Analytics Studio for advanced dashboard customization and data visualization. Knowledge of ITIL (Information Technology Infrastructure Library) framework and ITSM processes. Familiarity with ITSM reporting requirements and best practices in a large enterprise environment. ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certification. Advanced certifications or training in data analysis, business intelligence, or data visualization tools (e.g., Tableau, Power BI). Strong analytical skills with the ability to analyze complex datasets, identify trends, and translate data into actionable insights and recommendations. Excellent communication and presentation skills, with the ability to convey technical information to non-technical stakeholders effectively. Detail-oriented with a focus on data accuracy and quality assurance in reporting processes. Ability to work independently and collaboratively in a team environment, managing multiple priorities and deadlines. **Education** HS Diploma or GED or equivalent work experience **Pay Range** The typical pay range for this role is: $79,310.00 - $158,620.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits) We anticipate the application window for this opening will close on: 12/31/2024 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.