Service Performance & Reporting Consultant

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Quick Summary

Key Responsibilities

18 weeks paid parental leave Long & short-term career bre

Requirements Summary

Security Clearance Requirement: Given the secure nature of this role, we are seeking candidates who are Australian Citizens with an active security clearance.

Technical Tools

OtherConsultant

We're seeking an experienced Measurement & Reporting Consultant to join a high-profile Enterprise Service Management (ESM) environment supporting complex, multi-vendor technology services.

This role is ideal for a consultant who enjoys turning service data into meaningful insights that drive better decision-making, service improvement, and operational excellence. You'll work across a broad stakeholder landscape, delivering reporting, analytics, dashboards, and performance insights that support IT service delivery and customer outcomes.

Working closely with service providers, operational teams, and client stakeholders, you'll play a key role in building and improving measurement and reporting capabilities aligned to ITIL best practices

About the Role:

Develop, maintain, and enhance operational and executive reporting across IT service management functions.
Produce meaningful dashboards, scorecards, and performance reports that provide stakeholders with real-time visibility of service outcomes.
Monitor and report on service performance against agreed KPIs, SLAs, OLAs, and Experience Level Agreements (XLAs).
Design and develop ServiceNow reports and dashboards.
Support the configuration and optimization of reporting and analytics capabilities within the Service Management platform.

About You:

Experience in IT Service Management, Service Reporting, Service Analytics, Performance Reporting, or a related discipline.
Experience delivering reporting solutions in complex enterprise environments.
Strong experience with ServiceNow reporting and dashboards.
Understanding of KPI, SLA, OLA, and service performance measurement frameworks.

Additional Requirements:
Security Clearance Requirement: Given the secure nature of this role, we are seeking candidates who are Australian Citizens with an active security clearance.

This requirement ensures that all team members are cleared to handle sensitive information and contribute to maintaining the highest standards of security in our operations.

Responsibilities

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