Job Description

ITSM Data Reporting Analyst| IT Service Management (ITSM)

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

We’re looking for a ITSM Data Reporting Analyst to join our ever-evolving IT Service Management (ITSM) team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

We are building a world class IT Service Management (ITSM) team from the ground up, using technology and knowledge to empower colleagues to delivery exceptional market leading services to our internal and external clients.

This is your opportunity to join the rapidly growing international Governance, Improvement & Reporting team, with a focus on driving Worldpay forwards in the way it makes knowledge-based decisions, built on solid data-driven evidence.  Leveraging an Agile-aligned framework to provide innovative data solutions driving real business value to both our internal and external customers.

What you’ll own

This role is a key position within the Reporting team and will play a critical part in defining and driving the global implementation of ITSM data collection, management, analysis, and reporting.  You will take responsibility for stakeholder engagement as well as guiding Worldpay colleagues towards the best delivery options available to achieve our mutual goals.

You will need to have a breadth of experience across reporting within the ServiceNow platform, from requirement gathering, through sign-off, to delivery.  You should be hands on technically, but also have strong soft skills, be able to collaborate with colleagues and business partners but also work through a problem alone.

Responsibilities include, but are not limited to:

• Forming an important part of a team of reporting engineers delivering best-practice data management, analysis, and reporting solutions in an Agile-aligned team.
• User engagement and scope capture, to understand their strategic goals and for delivery of analysis/reporting solutions.
• Design and delivery of analysis/reporting solutions to end users and ensuring they can drive value through data/analytics capabilities and technology.
• Ongoing support of solutions, including incident break-fix and bug-fix work.
• Use of multiple Servicenow functions/modules to create real-time, dynamic analytics dashboards and provide reporting functions to end users.
• Take personal responsibility for quality of your individual deliverables, and contribute to the quality assurance of your team’s deliverables.
• Become an integral part of the wider team, supporting key projects and programs critical to its success.

Where you’ll own it

North America:

While we’re a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person.

What you bring

• ServiceNow Reporting: An exceptional knowledge of the ServiceNow reporting functionality.
• ServiceNow Performance Analytics: A comprehensive knowledge of the Servicenow Performance Analytics functionality.
• ServiceNow Process Mining: A comprehensive knowledge of the Servicenow Process Mining functionality.
• ServiceNow Data Architecture: An excellent knowledge of the Servicenow database structure and data architecture.
• ServiceNow KPIs / Metrics: A good understanding of KPI’s, metrics and other Servicenow measurement methodologies.  
• Report Development: Creating interactive dashboards and reports in Servicenow that provide clear, actionable insights and meet user needs.
• Data Analysis: Analysing data to understand trends, patterns, and insights and support colleagues in their reporting design and use.
• Communication: Effectively conveying complex data insights in a clear and understandable manner to stakeholders, and able to tailor results into language appropriate for the audience.
• Problem Solving: Strong analytical and problem-solving skills with an eye for detail.
• Open Minded: A willingness to learn and adapt with a positive attitude to challenges and opportunities.
• Detail Minded: These responsibilities require a robust understanding of data reporting, and meticulous attention to detail / aesthetic.
• Specialist Skills: Skilled at using the Microsoft environment and tooling suites – including Azure Database/Platform knowledge and Power BI Workspace/Gateway administration.

Added bonus if you have:

• Experience in the IT service industry and especially ITIL
• Experience in development methodology
• Familiarity with use of a wiki for documentation 

Worldpay perks - what we’ll bring for you

We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect.

• A competitive salary and benefits.
• Time to support charities and give back to your community.
• Parental leave policy.
• Global recognition platform.
• Virgin Pulse access.
• Global employee assistance program.

What makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

• Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers.
• Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can’t wait to hear from you.

To find out more about working with us, find us on LinkedIn.

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Worldpay is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $89,180.00 - $149,820.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

Privacy Statement

Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.

EEOC Statement

Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here.

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.