Service Analyst

Service Performance Analyst 

Role purpose
You will be the hands-on specialist who turns service designs into real, working KPIs, SLAs and reports.
This is an individual contributor role, not a team lead. You’ll work directly with Service Owners, Product Owners and operational teams to:

• Translate services and journeys into measurable KPIs and SLAs
• Configure and run reporting in ServiceNow and Workday
• Produce clear insight and packs for regular service reviews

The environment is complex and changing, so you need to be comfortable getting into detail, asking good questions, and owning your numbers end to end.
 
Key responsibilities

• Work with Service Owners, Product Owners and designers to translate service catalogues, journeys and process maps into measurable KPIs, SLAs and OLAs.
• Define and document KPI and SLA measures, including: scope, calculation logic, data sources, thresholds and ownership.
• Configure and maintain SLA and KPI tracking in ServiceNow (for example SLAs, metrics, reports, dashboards, schedules)
• Build and maintain Workday reports and dashboards to surface operational KPIs for HR and related processes, aligned to the wider KPI framework.
• Join up data from Workday, ServiceNow and other sources to provide end-to-end views of service performance.
• Monitor performance against SLAs and KPIs, highlighting breaches, trends and emerging risks, and prepare packs for service review forums.
• Support root cause analysis of SLA breaches and performance issues, using data to evidence where services are failing and where to focus improvement.
• Run regular data quality checks on KPI and SLA reporting, identify issues at source, and work with Data / Tech teams to resolve them.
• Maintain a clear catalogue of KPIs and SLAs, including definitions, lineage, where they appear, and how they are used.
• Help stakeholders understand dashboards and reports, and how to act on the insights they provide.

 
Essential skills and experience

• Recent experience in a service-focussed analytics or reporting role, for example:
  • Service Performance Analyst
  • Service Reporting Analyst
  • Service Level Analyst
  • MI / BI Analyst in a service environment
• Strong, hands-on experience working with KPIs and SLAs, including:
  • Defining measures and targets
  • Building reports and dashboards
  • Tracking performance over time
• Practical experience with ServiceNow as a core tool for SLA measurement and reporting (ITSM or HRSD), including building or maintaining:
  • SLA definitions and workflows
  • Performance or operational dashboards
  • Scheduled reports and exports
• Experience with Workday reporting (for example standard and custom reports, dashboards, or Prism Analytics), or clear evidence of quickly picking up similar enterprise reporting tools.
• Strong data skills, including:
  • Advanced Excel (lookups, pivots, nested formulae)
  • Comfort defining calculation logic and validating results
  • Good grasp of filters, cohorts and segmentation
• Good understanding of service design / process mapping and how user journeys translate into measures.
• Proven ability to present performance data clearly for both operational teams and senior stakeholders.
• High attention to detail and comfort working with large datasets, multiple systems and complex environments.
• Self-starter, able to operate as a lone specialist, manage priorities and keep work moving without close supervision.

Desirable

• Experience in HR services, HR shared services, or IT service management in a medium or large organisation.
• Experience working in landscapes that use both Workday and ServiceNow, or on integration projects between HCM and service management tools.
• Familiarity with ITIL or similar service management frameworks.
• Experience building and maintaining Power BI (or similar) dashboards on top of operational data.
• Previous experience in central government, regulated environments, or large programmes of change.

 


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