The **HR Shared Services Reporting Service NOW Analyst** is the owner of Reporting related activities within the HR Help Center environment that impact both backend and portal users. Has a vast knowledge of case management systems and is able to transform business needs into key metrics and dashboards. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.
**Responsibilities:**
+ Provide custom development and advanced technical support for Standard Reporting and Performance Analytics in Service Now.
+ Define reporting best practices for a self-service oriented environment and educate users on how to benefit from the system functionalities.
+ Determine and define business needs and global requirements to develop and continue the growth of a ServiceNow environment with primary focus on the Standard Reporting and Performance Analytics.
+ Maintain an interface with the vendor and other key stakeholders to introduce key features available on the system and assess the impact of change requests implemented on the monthly sprint cycles.
+ Serve as a Subject Matter Expert for Reporting on Governance meetings, onboard new team members and new system functionalities.
+ Maintain and adhere to source code, configuration management, release management and software development best practices.
**Qualifications:**
+ 5+ years of experience of operational reporting for an HR case management system. ServiceNow is preferable.
+ 3-5 years of experience managing Key performance Indicators such as Timeliness, Accuracy, Satisfaction, NPS among some.
+ 5+ years of experience managing requirements, developing and automating/delivering reporting solutions.
+ 5-8 years experience using tools for statistical modeling of large data sets
+ Ability to effectively use complex analytical, interpretive and problem solving techniques
+ Advance English is required
+ Strong knowledge of Java-script, XML, HTML, CSS, and web service integrations using REST, SOAP is a plus.
+ Certification in SNOW Performance Analytics is a plus
+ Demonstrated interpersonal, verbal and written communication skills
+ Demonstrated ability with ServiceNow case, chatbot and knowledge management applications.
**Education:**
+ Bachelors/University degree is required.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
\#hrsupportCR
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**Job Family Group:**
Technology
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**Job Family:**
Data Analytics
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**Time Type:**
Full time
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Citi is an equal opportunity and affirmative action employer.
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