ITSM Reporting Analyst at Handelsbanken, Manchester, 12 Months, £Contractor Day Rate
- Contract Spy
- Manchester, UK
- Aug 21, 2026
Contract Description
ITSM Reporting Analyst (12 month Contract)
- Job Reference hbuk/TP/158/2779
- Contract Type Day Rate Contractor
- Closing Date 13 September, 2026
The opportunity
As the ITSM Reporting Analyst, you will deliver operational reporting, analytics, and management information (MI) across UK Service Delivery, specifically covering Incident, Problem, Change, Release, and Service Desk functions. You will support operational governance, service performance monitoring, and senior leadership reporting through the design and production of dashboards, trend analytics, and reporting insights. In addition to daily business-as-usual (BAU) activities, you will actively support critical reporting transformation initiatives, including the migration of the banks ITSM tool from Service Manager to ServiceNow and the modernisation of reporting capabilities through cloud-based Power BI solutions.
Key responsibilities
Core Reporting & Analysis
- ITIL Report Delivery: Design, generate, and distribute comprehensive management reports across core ITIL functions.
- Metric Frameworks: Focus heavily on Key Risk Indicators (KRIs), Key Performance Indicators (KPIs), and Service Level Agreements (SLAs).
- Data-Driven Outcomes: Assess process performance data to identify gaps, trends, and inaccuracies, translating insights into actionable business opportunities.
Operational Reporting & Analysis
- Power BI & Confluence Management: Maintain, update, and design functional dashboards for Incident, Problem, Change, and Service Desk metrics.
- Executive Performance Packs: Produce weekly, monthly, and quarterly performance documentation for stakeholders up to CIO level.
- Deep-Dive Analysis: Track urgent changes, overdue closures, and complex incident trends to support daily operational decision-making.
- Process Automation: Streamline manual reporting workflows and optimize data preparation tasks to improve efficiency.
Governance & Continuous Improvement
- Governance Meeting Support: Provide data insights for operational reviews and participate actively in Change Advisory Boards (CAB).
- ITSM Migration Support: Assist with reporting requirements and Power BI data integration during the transition from Service Manager to ServiceNow.
- Modernisation Collaboration: Partner with Data Warehouse teams to transition existing processes towards cloud-based reporting environments
What we’re looking for
Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…
- Strong Power BI and/or Microsoft Excel skills with the ability to manipulate multiple large data sets and present them in a professional manner or a willingness to learn new and develop these skills.
- Competency in maintaining and updating operational documentation and team workspaces within confluence.
- Experience compiling Management Information (MI) packs for senior leadership.
- Strong capability to analyse complex datasets, track performance trends, spot inaccuracies, and identify operational anomalies.
- ITSM Tooling knowledge (Service Manager and/or Service Now)
- ITIL Certified/knowledge of ITIL framework
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