Jobs → Customer Support → Reporting Lead

About the Role Federal Soft Systems Inc. is seeking an experienced Reporting Lead to join their team in a fully remote capacity. This role involves leading SIAM and ITSM reporting and analytics, building dashboards, and analyzing service performance. Key Responsibilities • Lead SIAM and ITSM reporting and analytics • Build dashboards and executive-level reports using ServiceNow and Power BI • Analyze SLAs, KPIs, service performance, trends, and exceptions • Support SIAM governance and service performance reviews • Identify reporting gaps and drive continuous improvements • Improve reporting automation, data quality, and integration Requirements • 5–7 years of experience in reporting and analytics • Mandatory ITIL Foundation Certification • Strong skills in ServiceNow Reporting & Analytics and Microsoft Power BI • Experience with ITSM / ITIL Processes • Knowledge of Service Management Reporting, SLAs, CSLs, KPIs, and Performance Metrics • Advanced skills in Microsoft Excel, PowerPoint, and Word • Preferred experience in SIAM / Multi-provider Service Management • Preferred skills in Supplier & Contractual Performance Reporting • Preferred experience in Reporting Automation and Data Integration • Preferred knowledge of APIs, Data Modeling, and Data Transformation • Preferred experience with Microsoft 365 Copilot, AI Agents, and ChatGPT