PCGJP00004590 : (IT PSP) Data Governance Analyst I not avail for ref
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Requisition ID: PCGJP00004590
Requisition Title: (IT PSP) Data Governance Analyst I
Description: <span style="font-size: 10.0pt; line-height: 115%;">Job
Description – Senior ITSM Reporting and Dashboard Analyst / Developer
<span style="font-size: 10.0pt; line-height:
115%;">**LOCAL CANDIDATES ONLY** The role is Hybrid - Expect to be
onsite at any of the PG&E location areas in Oakland, San Ramon,
Fairfield, or Sacramento on average 1-2 times / WEEK
<ul style="list-style-type: circle;
margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in
0in 0in 12px; line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">No mileage or travel expenses will be reimbursed <li
style="margin: 0in 0in 8pt 12px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">5% TRAVEL: Local travel only
<span style="font-size: 10.0pt; line-height:
115%;">EQUIPMENT: Laptop, docking station will be provided by the
client. All other tools should be provided by the vendor or may use their
personal equipment if preferred. Must have their personal phone ready to be
used for team communication ** To suppliers: in case of any laptop delays,
please be prepared to support by providing your worker a laptop.
<span style="font-size: 10.0pt; line-height:
115%;">TOP THINGS:
<ul style="margin-bottom: 0in; margin-top:
0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 115%;
font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Power BI &
ServiceNow Reporting Expertise<span style="font-size: 10.0pt;
line-height: 115%;">: Strong hands-on experience building dashboards,
reports, and performance analytics across Power BI and ServiceNow ITSM modules
<li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">ITSM Metrics & KPI
Development<span style="font-size: 10.0pt; line-height:
115%;">: Deep understanding of ITSM processes and ability to define,
measure, and translate meaningful metrics into actionable insights <li
style="margin: 0in 0in 8pt 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Stakeholder Engagement & Governance
Reporting:<span style="font-size: 10.0pt; line-height: 115%;">
Ability to partner with process owners, leadership, and governance team to
design and deliver clear, executive-ready reporting
<span style="font-size: 10.0pt; line-height:
115%;">Overview
<span style="font-size: 10.0pt; line-height:
115%;">We are seeking a senior-level ITSM Reporting & Dashboard
Analyst / Developer with expertise in Power BI and ServiceNow reporting to
support IT Service Management (ITSM) operations, governance, and the transition
from BMC Remedy to ServiceNow ITSM/ITOM.
<span style="font-size: 10.0pt; line-height:
115%;">This role will design, develop, and guide the reporting and
dashboarding solutions across ITSM processes and governance, including but not
limited to Incident, Change, Problem, Work Orders, CMDB. In addition to
dashboard development, this role will help define the overall reporting
approach, including evaluating when to leverage Power BI versus native
ServiceNow reporting and Performance Analytics.
<span style="font-size: 10.0pt; line-height:
115%;">The ideal candidate will work closely with ITSM process owners
and leadership to define reporting requirements, establish a standardized
metrics and KPI library, and determine the appropriate reporting platform
strategy. This includes supporting near-term reporting in Power BI (e.g.,
leveraging Remedy data to define and prototype metrics and dashboards) while
preparing for a transition to ServiceNow-based reporting and dashboards in alignment
with platform capabilities.
<span style="font-size: 10.0pt; line-height:
115%;">This individual will translate operational data into actionable
insights and provide recommendations that support decision-making, governance
review boards, compliance, and continuous improvement, while ensuring reporting
solutions are scalable, accurate, and aligned to long-term ITSM strategy.
<span style="font-size: 10.0pt; line-height:
115%;">Key Responsibilities
<ol style="margin-bottom: 0in; margin-top:
0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 115%;
font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Reporting &
Dashboard Development
<span style="font-size: 10.0pt; line-height:
115%;">POWER BI
<ol style="margin-bottom: 0in; margin-top:
0px;" start="2"> <li style="list-style: none; margin:
0in 0in 0in 0px; line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"> <ul style="margin-bottom: 0in; margin-top:
0px;"> <li style="list-style: none; margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">
<ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin:
0in 0in 0in 0px; line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Design and develop end-to-end Power BI solutions, including data
ingestion, transformation (Power Query/M), and semantic data modeling (star
schema) <li style="margin: 0in 0in 0in 0px; line-height: 115%;
font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Build reusable
datasets and models, and develop advanced DAX measures (e.g., SLA %, MTTR,
aging, time intelligence, rolling trends) <li style="margin: 0in 0in
0in 0px; line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Create interactive dashboards with drill-downs, filters, and
role-based views for operational and executive audiences <li
style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Integrate data from multiple sources (e.g.,
ServiceNow, SharePoint, Excel, or others) and optimize performance through
efficient modeling and query design
<span style="font-size: 10.0pt; line-height:
115%;">SERVICENOW
<ol style="margin-bottom: 0in; margin-top:
0px;" start="3"> <li style="list-style: none; margin:
0in 0in 0in 0px; line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"> <ul style="margin-bottom: 0in; margin-top:
0px;"> <li style="list-style: none; margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">
<ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin:
0in 0in 0in 0px; line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Develop ServiceNow reports and dashboards across ITSM modules
(e.g., incident, change, problem, task, request, CMDB) <li
style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Configure Performance Analytics (e.g.,
indicators, breakdowns, scorecards, widgets) to track trends and process
performance <li style="margin: 0in 0in 0in 0px; line-height: 115%;
font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Build reports using
advanced filters and logic to reflect lifecycle behavior (e.g., assignment,
state, SLA, task relationships) <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Leverage platform capabilities (e.g., database views, table
relationships) and validate report accuracy against record-level data
<ol style="margin-bottom: 0in; margin-top:
0px;" start="4"> <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">ITSM Metrics & Data Modeling
<ol style="margin-bottom: 0in; margin-top:
0px;"> <li style="list-style: none; margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">
<ul style="margin-bottom: 0in; margin-top: 0px;"> <li
style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Design data models and metrics that reflect
how ITSM work actually flows, evolves, and connects across incidents, tasks,
SLAs, and related records <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Define and implement KPIs aligned to process performance (e.g.,
MTTR, MTTA, SLA attainment /breaches, backlog/ aging, reassignment counts,
change success, problem lifecycle) <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Engineer metrics to handle real-world conditions (e.g., reopens,
SLA pauses/resets, assignment transfers, parent/child relationships) to ensure
accuracy <li style="margin: 0in 0in 0in 0px; line-height: 115%;
font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Establish and
maintain a standardized metrics and KPI library (definitions, calculation
logic, data sources, ownership, usage) for consistency and governance <li
style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Validate and optimize metrics by enforcing
correct aggregations, denominators, and filter context, and support flexible
slicing (e.g., group, priority, service, time)
<ol style="margin-bottom: 0in; margin-top:
0px;" start="5"> <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">ServiceNow Reporting Development <ul
style="margin-bottom: 0in; margin-top: 0px;"> <li
style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Develop reports and dashboards across ITSM
modules (e.g., incident, change, problem, task, request, CMDB, and more) <li
style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Build reporting views that surface key
operational insights (e.g., aging/backlog, SLA performance, assignment group
performance, reassignment trends, change success/failure, governance intake)
<li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Apply advanced filtering and logic to
reflect lifecycle behavior (e.g., assignment, state transitions, SLA
conditions, task relationships) <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Validate accuracy against ServiceNow source data and platform
logic to ensure trusted outputs
<ol style="margin-bottom: 0in; margin-top:
0px;" start="6"> <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Power BI Reporting Development <ul style="margin-bottom:
0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Develop advanced Power BI reports using DAX, Power Query/M, and
structured data models <li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Integrate data from
multiple sources (Remedy, ServiceNow, SharePoint, Excel, others) into
consistent reporting models <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Create interactive dashboards with drill-down and filtering
capabilities, dynamic views <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Optimize performance, usability, and scalability
<ol style="margin-bottom: 0in; margin-top:
0px;" start="7"> <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Governance & Executive Reporting <ul
style="margin-bottom: 0in; margin-top: 0px;"> <li
style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Develop reporting for governance forums
(ITSM Governance Review Board, CAB, operational and leadership reviews) <li
style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 12pt;
font-family: Aptos, sans-serif;"><span style="font-size:
10.0pt; line-height: 115%;">Deliver insights that highlight performance
and risk (aging tickets, SLA breaches, gaps, trends) <li style="margin:
0in 0in 0in 0px; line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Structure outputs to support both executive summaries and
operational drill-downs <li style="margin: 0in 0in 0in 0px;
line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;"><span style="font-size: 10.0pt; line-height:
115%;">Support governance intake and lifecycle reporting (demand
tracking, approvals, status)
<ol style="margin-bottom: 0in; margin-top:
0px;" start="8">
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Data Analysis
& Quality
<ul style="margin-bottom: 0in; margin-top:
0px;">
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Analyze data to
identify trends, anomalies, and improvement opportunities across ITSM
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Identify and resolve
data quality issues (missing data, inconsistencies, stale records)
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Document metric
definitions, calculations, and report logic in the standardized metrics and KPI
library to ensure consistency and traceability
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Partner with process
teams to improve reporting data quality
<ol style="margin-bottom: 0in; margin-top:
0px;" start="9">
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Stakeholder
Engagement
<ul style="margin-bottom: 0in; margin-top:
0px;">
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Gather and refine
reporting requirements from process owners and leadership
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Translate needs into
clear reporting solutions and dashboards
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Communicate insights
to technical and non-technical stakeholders
<li style="margin: 0in 0in 8pt 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Provide data-driven
recommendations based on trends, gaps, patterns
<span style="font-size: 10.0pt; line-height:
115%;">Qualifications
<ol style="margin-bottom: 0in; margin-top:
0px;" start="10">
<li style="list-style: none; margin: 0in 0in 0in
0px; line-height: 115%; font-size: 12pt; font-family: Aptos,
sans-serif;">
<ul style="margin-bottom: 0in; margin-top:
0px;">
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Bachelor’s
degree in IT, Data Analytics, Business, or related field (or equivalent
experience)
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">7+ years in
reporting, analytics, business intelligence, or ITSM performance reporting
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">5+ years of Power BI
development (DAX, Power Query, data modeling)
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">5+ years with
ServiceNow reporting across ITSM/ITOM/FSM
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Hands-on experience
with ServiceNow Performance Analytics (indicators, breakdowns, scorecards,
trending)
<li style="margin: 0in 0in 8pt 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Strong knowledge of
ITSM processes and lifecycle (Incident, Change, Problem, Work Orders, Requests,
SLA)
<span style="font-size: 10.0pt; line-height:
115%;">Desired
<ul style="margin-bottom: 0in; margin-top:
0px;">
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">ServiceNow Certified
Implementation Specialist – Platform Analytics (CIS-PA) or equivalent
performance analytics experience
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">ITIL Foundation
certification
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">MS Power BI
certification (or equivalent expertise)
<li style="margin: 0in 0in 8pt 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Experience
supporting executive or governance reporting
<span style="font-size: 10.0pt; line-height:
115%;">Key Skills
<ul style="margin-bottom: 0in; margin-top:
0px;">
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Power BI (DAX, Power
Query, data modeling, dashboards)
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">ServiceNow reporting
and dashboards
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">KPI and metrics
development
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Data analysis and
data validation
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">SQL and data
integration
<li style="margin: 0in 0in 8pt 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Dashboard design and
data storytelling
<span style="font-size: 10.0pt; line-height:
115%;">Success Criteria
<ul style="margin-bottom: 0in; margin-top:
0px;">
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Delivery of
accurate, trusted ITSM dashboards and reports
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Improved visibility
into ITSM performance and aging work
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Adoption of
reporting by leadership and stakeholders
<li style="margin: 0in 0in 0in 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Clear, actionable
insights supporting governance decisions
<li style="margin: 0in 0in 8pt 0px; line-height:
115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span
style="font-size: 10.0pt; line-height: 115%;">Improved data
quality and reporting consistency
Requisition Start Date: 07/20/2026
Requisition End Date: 12/31/2026
SAP Organization Unit: ITSM Governance
Site: Oakland
General Office (OGO) Campus
Building: Oakland
General Office (OGO)
Requirements
**************We are seeking a
senior-level ITSM Reporting & Dashboard Analyst / Developer with
expertise in Power BI and ServiceNow reporting to support IT Service Management
(ITSM) operations, governance, and the transition from BMC Remedy to ServiceNow
ITSM/ITOM*****************
Rate not to exceed 55/ hr (DOE )
Duration through end of year, possible extension
Please read the full job description thoroughly
-
Power BI, ServiceNow, ITSM, Governance, reporting, KPI
Power BI (DAX, Power Query, data modeling, dashboards)
ServiceNow reporting and dashboards
KPI and metrics development
Data analysis and data validation
SQL and data integration
Dashboard design and data storytelling
Degree, Certifications (Service Now, Platform Analytics, ITIL
Foundation, and Power BI)
7+ years experience