Availability Management

Job Title

ServiceNow Reporting ITIL Power BI, Tableau

Job Description/Responsibilities

Perform thematic analysis across incidents, outages, defects, service disruptions, and operational events to identify recurring patterns, systemic breakdowns, and emerging risk themes. Develop and maintain metrics, dashboards, scorecards, and executive reporting that measure problem volume, aging, repeat incidents, root cause themes, remediation progress, and service impact. Analyze structured and unstructured operational data to uncover trends that inform service improvement, stability efforts, and risk reduction. Partner with engineering, production support, infrastructure, service management, and risk stakeholders to ensure problem records are actionable, root causes are understood, and corrective actions are tracked to completion. Translate technical findings into clear, concise insights tailored to both technical and non-technical audiences, including senior leadership. Support continuous improvement efforts that enhance operational discipline, strengthen governance, and improve the quality and usefulness of management reporting. Promote a culture of ownership, collaboration, and continuous learning consistent with Truist's values and teammate experience.

Required Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Information Systems, Computer Science, Business, Engineering, Analytics, or related field, or equivalent education and related training.
• 5+ years of experience in Problem Management, Incident Management, IT Service Management, Technology Operations, or Operational Risk.
• 3+ years of experience in metrics, reporting, analytics, trend analysis, or operational insight generation.
• Demonstrated experience conducting thematic analysis across operational or service-related datasets.
• Experience building and delivering executive reporting, dashboards, KPIs, and performance metrics in a complex enterprise environment.
• Strong ability to synthesize large volumes of operational data into concise findings, actionable recommendations, and management-level insights.
• Proven ability to work across cross-functional teams and influence stakeholders without direct authority.
• Strong written and verbal communication skills with the ability to present complex issues in a simple, business-relevant way.

Required Skills

Problem Management and ITSM

• Strong knowledge of Problem Management principles, including trend analysis, root cause coordination, corrective action tracking, and governance.
• Solid understanding of ITIL / ITSM disciplines, especially Incident, Problem, Change, and Knowledge Management.
• Experience improving operational stability through proactive identification of recurring issues and systemic breakdowns.

Thematic Analysis

• Ability to identify patterns and themes across incidents, defects, outages, and service interruptions.
• Experience creating repeatable categorization models, issue taxonomies, and trend frameworks.
• Strong investigative mindset with the ability to connect disparate data points into a cohesive operational narrative.

Metrics, Reporting, and Visualization

• Experience designing and maintaining metrics frameworks, scorecards, dashboards, and leadership reporting.
• Proficiency with tools such as Power BI, Tableau, Excel, ServiceNow Performance Analytics, or similar reporting platforms.
• Strong understanding of KPI development, trend interpretation, and performance measurement.

Data Analysis

• Advanced proficiency in Excel, including pivot tables, lookups, formulas, and data summarization techniques.
• Experience working with SQL or other data extraction/querying tools preferred.
• Ability to validate data quality, identify anomalies, and generate insights from large and complex datasets.

Communication and Collaboration

• Excellent verbal, written, and presentation skills.
• Ability to tailor communication for technical teams, business partners, and senior leadership.
• Strong collaboration and facilitation skills in matrixed environments with multiple stakeholders and priorities.