ITSM SLA Tracking & Reporting Lead

About the Position

Job Title: ITSM SLA Tracking & Reporting Lead

Job Location: Remote, USA.

Please note, this role is not able to offer visa transfer or sponsorship now or in the future

Responsibilities

In this role, you will:

• SLA, OLA & KPI Governance: Own and govern contractual SLAs, OLAs, KPIs, and XLAs across Infrastructure Managed Services, ensuring service commitments are measured accurately and reported consistently.
• Service Performance Monitoring: Monitor and analyze service performance across Service Desk, End User Services, Cloud, Network, Compute, Storage, Database, and Security operations, proactively identifying trends, risks, and improvement opportunities.
• Reporting & Dashboard Development: Design, develop, and maintain operational dashboards, executive scorecards, and performance visualizations using Power BI to provide actionable insights to leadership and customers.
• ManageEngine ServiceDesk Plus Reporting: Serve as the subject matter expert for ManageEngine ServiceDesk Plus reporting by creating, customizing, and maintaining reports, dashboards, KPIs, scorecards, and automated reporting solutions.
• Executive & Governance Reporting: Prepare and publish daily, weekly, monthly, quarterly, and executive governance reports that clearly communicate service performance, SLA attainment, risks, and business outcomes.
• Advanced Data Analytics: Leverage advanced Microsoft Excel capabilities including PivotTables, Power Query, XLOOKUP/VLOOKUP, formulas, automation, and trend analysis to support operational reporting and decision-making.
• Service Metrics & Trend Analysis: Track and report key service management metrics including SLA compliance, incident resolution, major incident performance, service request fulfillment, change success rates, problem management effectiveness, backlog aging, availability, and customer satisfaction.
• Data Quality & Reporting Integrity: Ensure reporting data is accurate, consistent, traceable, and audit-ready by validating ticket categorizations, assignment groups, priorities, closures, SLA configurations, and underlying service management data.
• Stakeholder Engagement & Service Reviews: Facilitate SLA review meetings, Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and operational governance sessions with internal leadership and customer stakeholders.
• Continual Service Improvement: Identify SLA breaches, performance gaps, operational risks, and service improvement opportunities while driving corrective actions, automation initiatives, reporting enhancements, and measurable business outcomes.

Requirements

• Required Skills:

  • 7+ years of experience in ITSM reporting, SLA management, service governance, or operational analytics.
  • 3+ years of hands-on experience with ManageEngine ServiceDesk Plus reporting and dashboard development.
  • Experience supporting Infrastructure Managed Services, IT Operations, or Enterprise Service Desk environments.
  • Proven experience delivering executive-level operational reporting and governance presentations.
  • Experience working within multi-vendor and globally distributed service delivery environments.

• Technical Skills:

  • ManageEngine ServiceDesk Plus: Custom report development and administration, dashboard creation and KPI reporting, service scorecard development, understanding of ticket lifecycle management, knowledge of categories, priorities, assignment groups, workflows, and SLA configurations, reporting automation and recurring report scheduling.
  • Power BI: Dashboard development and visualization, data modeling and transformation, DAX development, report publishing and administration, executive dashboard creation, ITSM operational analytics and reporting.
  • Advanced Microsoft Excel: Pivot Tables, Power Query, XLOOKUP / VLOOKUP, advanced formulas and functions, data analysis and reporting automation, dashboard creation, trend analysis and forecasting.

Salary and Other Compensation

• Annual Salary: Between $83,000 to $92,000 depending on experience and other qualifications of the successful candidate.
• Incentive Program: Eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

We Offer

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.