Senior ITSM Business Intelligence Analyst at Aditi Consulting

• Job Location Purchase, NY
• Seniority Entry Level
• Type Contract

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Description

Payrate: $75.00 - $85.00 /hr.

Position Summary Food and Beverage's Strategy & Transformation organization is seeking a Senior ITSM Business Intelligence Analyst to join the S&T Sustain & Operations team supporting IBP, Supply Chain & Enabling Functions and Consumer & Commercial.

This role is a high-impact, consulting-style engagement focused on reimagining the team's KPI and reporting framework across service management, change management, and problem management disciplines.

The successful candidate will bring a fresh, outside-in perspective, challenging legacy reporting patterns, introducing industry-standard KPIs, and designing modern, automated dashboards that tell a compelling data story.

Rather than simply maintaining existing reports, this individual will evaluate current data maturity, identify gaps, and propose and deliver innovative visualization and automation strategies that enable Food and Beverage's leadership to make faster, more confident decisions.

Key Responsibilities Conduct a comprehensive assessment of existing KPI dashboards, data sources, and reporting workflows to identify gaps, redundancies, and improvement opportunities.

Design and build a next-generation KPI dashboard in Power BI leveraging ServiceNow data (incidents, problems, change requests, CMDB) and supplementary sources (FullStory, AppDynamics, etc.).

Introduce industry best-practice KPIs for ITSM, going beyond traditional metrics (MTTR, SLA breaches) to incorporate advanced indicators such as service health scores, change success rates, problem recurrence trends, and end-user experience metrics.