What are the responsibilities and job description for the Senior ITSM Business Intelligence Analyst position at Toptal?
Job Description
We are hiring a Senior ITSM Business Intelligence Analyst to support long-term enterprise reporting and KPI modernization initiative with a global organization.
This role is ideal for a stakeholder-facing Power BI professional who enjoys transforming operational data into executive-level insights and scalable reporting frameworks.
The engagement will focus on redesigning and improving IT service management (ITSM) reporting, helping leadership gain better visibility into IT operations, incident management, service performance, and operational trends through modern dashboards and KPI frameworks.
Must-Have Skills:
● MUST have 8 YoE with Power BI
● MUST have 3 years of experience with ITSM environments
● Strong Power BI expertise with hands-on dashboard development and reporting
● Experience working with ServiceNow and/or ITSM environments
● Ability to build KPI dashboards and operational reporting frameworks
● Strong stakeholder communication and business-facing experience
● Experience translating operational data into actionable insights
● Hybrid onsite availability in Plano/Dallas, TX.
What You’ll Be Doing:
● Modernize KPI reporting frameworks across IT operations and service management
● Build scalable Power BI dashboards leveraging ServiceNow and operational data
● Improve reporting automation and reduce manual reporting efforts
● Partner with operational and data teams to define reporting requirements
● Deliver executive-ready dashboards and performance insights
● Support continuous improvement initiatives and operational reporting maturity
Engagement Highlights:
● This is a FREELANCE role
● This is an ONSITE role in Plano or NY office. The client prefers a senior person with recent
ITSM/ServiceNow and Power BI experience.
● MUST have 8 YoE with Power BI
● MUST have 3 years of experience with ITSM environments
● MUST be able to work on-site 3 days per week
[Please NOTE this is a 40 Hrs/Week FREELANCE 1099 Individual Contractor role. We do not offer any type of Visa Sponsorship or Support at the moment. We do NOT work with H1B/F1 Visas holders; therefore, you should have an Open Work Eligibility Status at your location.]
Your Backgrounds:
● Power BI Analyst
● Business Intelligence Analyst
● ITSM Reporting Analyst
● Reporting Analyst
● Power BI Developer with stakeholder-facing experience
If you have strong Power BI experience and exposure to ServiceNow or ITSM reporting environments, I’d love
to connect.