About this role
ABOUT US
We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.
We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.
About the role
The Reporting & Analytics Lead (ITSM & ITACM / ServiceNow) is responsible for establishing and operating a metrics, dashboarding, and insights capability that enables proactive operational control and management visibility across IT Service Management (ITSM) and IT Asset & Configuration Management (ITACM). The role designs and runs KPI frameworks, dashboards, and insight routines within ServiceNow, with CMDB/CSDM as the foundation for service, asset and configuration (SACM) based reporting.
This role is embedded in the ITSM Operations team and works closely with Process Owners, Operations Leads, and ServiceNow Tooling teams to deliver data-driven improvements through trusted measurement, actionable insights, and repeatable reporting governance. (Individual contributor role; leadership is through influence and governance.)
This role is expected to:
- Provide near real-time visibility and early warning indicators for service operations (trends, exceptions, anomalies) to support operational and management decision-making.
- Create a single, trusted measurement system for ITSM and CMDB health with a repeatable operating rhythm.
- Translate metrics into action: drive prioritization, remediation tracking, and measurable improvement that uplifts data quality and reduces operational risk.
Core responsibilities
1. CMDB / CSDM Health and ITSM & ITACM Reporting
- Own CMDB/CSDM health measurement and reporting (e.g., completeness, correctness, compliance, relationship integrity, ownership coverage, lifecycle integrity).
- Lead the design and maintenance of ITSM KPI frameworks aligned to service outcomes.
- Build and maintain ServiceNow CMDB/CSDM and ITSM dashboards and scorecards (ServiceNow Reporting + Platform Analytics / Performance Analytics as applicable).
- Produce monthly reporting packs and provide actionable insights: trends, exceptions, root-cause themes, gaps and discrepancies, and recommended priorities.
2. Data Quality Insight & Exception Management
- Establish automated reporting routines and alerting for threshold breaches and anomaly signals (exception-based reporting).
- Partner with operations and tooling teams to reduce recurring data issues (e.g., discovery coverage gaps, lifecycle/status integrity, ownership and relationship quality).
- Maintain an exception funnel with clear ownership and progress tracking and demonstrate measurable improvement over time.
3. CMDB Metrics Governance Execution
- Operationalize CMDB metrics governance by maintaining data definitions, KPI catalogues, reporting standards, and auditable reporting practices (definitions, thresholds, cadence, evidence trail).
- Drive stakeholder alignment and facilitate governance cadence for CMDB health KPIs, ensuring teams adopt consistent measurement and reporting practices.
- Identify and escalate systemic issues and decision points to Operations Leads / Process Owners / Platform Owners / Leadership with clear options and impact analysis.
4. Stakeholder Enablement & Decision Support
- Engage stakeholders across ITSM, ITACM, CMDB/CSDM, Request Management, and Tooling to align measures with service outcomes.
- Translate insights into actionable priorities by facilitating working sessions to agree targets, thresholds, remediation ownership, and backlog priority.
Minimum requirements
- 6–7+ years in IT operations / ITSM / IT governance / service management environments with strong analytics and reporting ownership.
- 3–5+ years hands-on experience building dashboards and reports in ServiceNow (Platform Analytics / Performance Analytics and/or ServiceNow Reporting).
- Strong understanding of ITSM processes (Incident, Request, Change, Problem) and how operational KPIs drive behavior and outcomes.
- Solid understanding of CMDB fundamentals and service models; familiarity with CSDM concepts (service, application, relationships) is highly desirable.
- Demonstrated ability to translate complex operational data into clear insights and prioritized actions.
- Strong stakeholder management and communication skills (written and verbal), able to work across multiple teams and seniority levels.
Good to have
- Experience running a governance forum or operational cadence (e.g., monthly health review, data council, controls reporting).
- ITIL v4 Foundation (or equivalent).
- ServiceNow certification(s) relevant to CMDB and/or analytics (Platform Analytics / Performance Analytics).
- Experience with audit / compliance evidence production in regulated environments
What we offer
We put you in control of career
We give you a competitive package
We help you perform at your best
We give you the freedom to be yourself
We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.
If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.
Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.
Other facts
About Swift Transportation
Swift Transportation is the largest full-truckload motor carrier in North America. Based in Phoenix, Arizona, the Swift terminal network includes over thirty full-service facilities in the United States and Mexico. Swift provides a full line of service solutions, including linehaul, flatbed, intermodal, refrigerated, dedicated and logistics management. Swift also offers careers in operations, finance, account management, shop mechanics, human resources, payroll, and many more. Swift offers more than just a career - Swift is family.
Want to join our team? https://www.swifttrans.com/careers
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What you'll do
- The Reporting & Analytics Lead is responsible for establishing metrics and dashboarding capabilities for IT Service Management and IT Asset & Configuration Management. This includes designing KPI frameworks and providing actionable insights to support operational decision-making.
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