Service Desk Reporting Specialist

Key Responsibilities

• Own and drive the full operational reporting lifecycle, including defining standards for report intake, prioritizing deliverables, and managing both ad‑hoc and scheduled reporting pipelines.
• Architect, build, and maintain enterprise dashboards, synthetic monitoring alerts, and performance visualizations using Splunk, Dynatrace, CloudWatch, and modern business intelligence platforms.
• Write, optimize, and execute complex SQL queries and data analysis scripts to extract, manipulate, and validate system, incident, and transactional data.
• Collaborate with service desk leadership and senior clients to define, refine, and track KPIs and SLAs aligned with organizational goals.
• Analyze performance trends to identify bottlenecks, incident patterns, and processing delays; translate raw data into structured, executive-ready insights and presentations.
• Establish and maintain procedures for data auditing, cleaning, and validation; automate manual data collection processes to improve workflow efficiency.
• Synthesize diverse datasets into cohesive narratives, trends, forecasts, and performance summaries tailored for both technical and non‑technical audiences.
• Manage the reporting request queue, define scopes, set expectations, and lead reporting initiatives with minimal supervision while demonstrating strong ownership and leadership.

Required Qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance
• Strong experience in operational reporting, analytics, or business intelligence roles, preferably within service desk or IT operations environments.
• Proficiency in SQL for complex querying, data extraction, and performance optimization.
• Hands-on experience with Splunk, Dynatrace, CloudWatch, and at least one BI platform (PowerBI, Tableau, or similar).
• Advanced skills in Excel and data manipulation, including large‑dataset handling.
• Ability to design dashboards, synthetic monitoring alerts, and performance visualizations.
• Strong analytical skills, with the ability to identify trends, diagnose issues, and produce clear, actionable insights.
• Demonstrated ability to communicate complex findings to both technical and non‑technical stakeholders.
• Experience managing multiple reporting requests simultaneously, with strong prioritization and organizational abilities.

Preferred Experience

• Experience architecting reporting frameworks, operational reporting standards, or automated data pipelines.
• Proficiency in Python for analytics scripting or data processing automation.
• Background in ITIL, service management environments, or service desk operations.
• Experience forecasting trends, developing predictive dashboards, or creating executive‑level performance narratives.
• Prior exposure to data quality management, data auditing practices, or building repeatable data validation workflows.
• Demonstrated ability to lead small initiatives, mentor colleagues, or influence reporting strategy within a team.