Data Insights Analyst

Role Overview

The Data & Insights Analyst – ServiceNow CSM is responsible for supporting data analysis, reporting, and insight generation related to customer support performance and digital customer experience within the ServiceNow Customer Service Management (CSM) platform. This role focuses on turning CSM data—cases, channels, customer behavior, AI performance, and operational metrics—into clear, actionable insights that help product, UX, and platform teams improve customer support outcomes. The analyst works closely with UX teams, ServiceNow platform leads, and the CSM Product Owner, contributing to data‑driven decision‑making across the product lifecycle.

Key Responsibilities

• ServiceNow CSM Data Analysis & Reporting
• Analyze ServiceNow CSM data such as case volumes, resolution times, SLAs, backlog, and contact channels
• Support creation and maintenance of dashboards and reports using ServiceNow Performance Analytics and repo...