ITSM Reporting Analyst at Handelsbanken, Manchester, 12 Months, £Contract Rate

Handelsbanken combines a long-established relationship banking model with secure, resilient, and customer-focused technology. Our technology teams enable the Bank's decentralised way of working, delivering systems built for stability, trust, and long-term value.

We are on a multi-year technology and digital transformation journey to enhance customer experience and improve how colleagues work together. By modernising platforms, simplifying processes, and better connecting data and systems, we help relationship teams focus on customers and less on complexity.

Our decentralised culture extends to technology. Teams are trusted to take ownership, make informed decisions, and deliver sustainable, high-quality solutions. We value engineering excellence, pragmatic problem-solving, and strong collaboration across technology, business, and risk.

We offer technologists the opportunity to build lasting careers, deepen their expertise, and contribute to meaningful change. We look for people who care about quality, security, long-term impact, and who want to shape the future of a relationship-led bank.

We also recognise that flexibility can support people to perform at their best, and that it looks different for everyone. While arrangements will depend on the requirements of the role and the needs of the business, we are open to having a conversation around what flexibility could look like for you.

Check our Handelsbanken website for further information

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