Service Desk Reporting Specialist

Quick Facts

• Role: Service Desk Reporting Specialist
• Education: College
• Experience: 3–5 years across required reporting/analytics skills

Description

Own the end-to-end operational reporting lifecycle for service desk performance, including ad-hoc and scheduled reports. Architect and maintain enterprise dashboards, synthetic monitoring alerts, and performance visualizations, and define and track KPIs and SLAs. Transform large datasets into structured, executive-ready insights using advanced SQL and analytics.

Responsibilities

• Drive the operational reporting lifecycle: standards for report requests, prioritization, and management of ad-hoc and scheduled report pipelines.
• Build and maintain enterprise dashboards and performance visualizations using Splunk, Dynatrace, CloudWatch, and BI platforms.
• Write, optimize, and run complex SQL queries and data analysis scripts to extract system, incident, and transactional data.
• Partner with service desk leadership and clients to define, refine, and track KPIs and SLAs.
• Analyze trends to find bottlenecks and incident spikes, then produce executive-ready narratives and presentations.
• Implement data auditing and cleaning procedures to ensure integrity and optimize reporting workflows through automation.
• Synthesize data points into trend lines, forecasting metrics, and performance narratives for technical and non-technical stakeholders.
• Manage the reporting request queue, define scopes, and lead reporting initiatives with minimal supervision.

Requirements

• 3–5 years of experience with Salesforce Platform.
• 3–5 years of experience with Oracle SQL.
• 3–5 years of experience with Splunk.
• 3–5 years of experience in data analysis and interpretation.
• 3–5 years of experience with business intelligence (BI) reporting.
• Strong ability to ensure data integrity via auditing and cleaning.
• Ability to automate manual data collection and optimize reporting workflows.
• College degree.

Benefits

No benefits section was included in the provided posting.