Reporting and Analytics Lead (ITSM & ITACM / ServiceNow) at Swift Transportation

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

0.0

Posted On

23 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Operations, ITSM, IT Governance, Service Management, Analytics, Reporting, Dashboarding, ServiceNow, CMDB, CSDM, Data Quality, Stakeholder Management, Communication, KPI Frameworks, Exception Management, Governance

Industry

Transportation/Trucking/Railroad

Description

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 help you make a difference 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. Swift doesn’t stand still. We are constantly evolving and tirelessly innovating. Working at the intersection of finance and technology is a very exciting place to be right now. Swift is transforming cross-border payments, making them faster and more transparent than ever before. We are the way the world moves value — every instant of every day, in almost every country. We are proud that what we do has a critical impact on the global financial community and touches almost every aspect of the financial world. So, what you do at Swift has real impact too — an impact that matters every day. Which is why you matter to us. Joining Swift gives you unparalleled exposure to knowledge, expertise and technologies. If you have what it takes, you’ll be able to take on different career paths and have the opportunity to work in teams, departments and disciplines in countries around the world. Swift is unique. There is no other organisation like ours in the world driving the long-term future of the financial ecosystem. You’ll be surrounded by bright, customer-focused and intellectually curious people in a collaborative, friendly, open and inclusive environment. At Swift we are trusted every instant. Everything we do has an impact that matters. And as a member of our team, you are trusted to make your impact every day. Interested in working at Swift, but the role you are looking for is not available yet? Please create an account and register for a Job Alert and we will let you know when new jobs matching your career interests become available.

Responsibilities

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.