Technology Analytics Engineer (REMOTE)

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

The Hanover Technology Group is seeking a Technology Analytics Engineer to join our growing team in our Worcester, MA office or in a remote work arrangement.

This is a full-time, exempt position.

POSITION OVERVIEW:

As part of the IT Service Management Operations team, the Technology Analytics Engineer partners with multiple technology organizations at The Hanover to acquire and analyze operational data in order to generate meaningful insights that improve service effectiveness, operational efficiency, and decision-making. Through the creation of analytics, dashboards, reports, and data-driven recommendations, this role helps teams identify trends, address challenges, and drive continuous improvement.

The Technology Analytics Engineer is responsible for unlocking the value of operational data within the ServiceNow platform to strengthen IT Service Management (ITSM) and related business processes. This role designs, creates, and maintains analytical and reporting solutions that provide visibility into organizational performance, enable data-driven decision making, and support continuous improvement. By identifying opportunities to enhance data quality, governance, and process effectiveness, the Technology Analytics Engineer helps ensure technology teams have the information needed to achieve business objectives.

The ideal candidate demonstrates strong technical proficiency, hands-on experience with ServiceNow data structures and reporting capabilities, and the ability to develop creative solutions by looking beyond the initial request to identify additional opportunities for value. Success in this role requires the ability to independently own critical reporting and data management processes, influence stakeholders, and communicate complex technical concepts to both operational and executive audiences.

If you are interested in working in a collaborative, innovative and agile environment, then we want to hear from you. This is an exciting opportunity for an experienced IT professional looking for a new challenge.

IN THIS ROLE, YOU WILL:

• Partner with stakeholders to gather requirements and understand data analytics needs to ultimately design and produce reports and dashboards.
• Analyze data to identify trends, patterns, and anomalies. Provide insights and recommendations for technology and process improvements.
• Create and maintain dashboards to track and monitor ITSM and other business process performance, including but not limited to: incident, problem, change, release, asset, configuration, and request management.
• Build and maintain resilient data pipelines that aggregate, transform, and deliver data from ServiceNow and other enterprise platforms to support reporting, analytics, and operational decision-making.
• Design and implement custom data models, metrics, reports, and visualizations using ServiceNow, Power BI, and other reporting technologies.
• Create executive-level artifacts to support weekly, monthly, quarterly, and annual reviews of key performance and risk indicators supported by a rich set of dashboards and reports.
• Evaluate and adopt modern data platform capabilities, including large-scale data processing, advanced analytics, and AI-enabled solutions, where they provide measurable value.
• Provide expertise and guidance on best practices for efficient and effective reporting and data visualization within ServiceNow.

WHAT YOU NEED TO APPLY:

• Bachelor's degree in computer science, or a related study, or equivalent experience
• Authorization to work in the United States without current or future sponsorship (should be a U.S. citizen or lawful permanent resident).

• Proven experience working with ServiceNow, excellent knowledge of reporting and analytics capabilities within ServiceNow, PowerBI, and other tools.
• Understanding of ITIL and working knowledge of core processes.
• Experience building complex reports, dashboards, and metrics using ServiceNow Performance Analytics, native ServiceNow reporting, PowerBI, or other tools.
• Familiarity with ServiceNow data structures and access methods.
• Experience designing and supporting modern data platforms, including Microsoft Fabric Lakehouse environments, ETL/ELT processes, notebook-based development (Python, PySpark, Spark SQL), and enterprise analytics solutions.
• Experience building and maintaining data pipelines, integrations, and reporting solutions across multiple enterprise platforms.
• Ability to independently lead initiatives, influence stakeholders, and manage competing priorities.
• Experience using Python to automate workflows, integrate systems, and support reporting solutions.
• Strong analytical skills with the ability to gather, organize, and interpret data to pinpoint improvement opportunities and present insights in a clear and concise manner.
• Ability to work independently and collaboratively in a team environment, managing multiple priorities and deadlines.
• Attention to detail and a commitment to delivering high-quality, accurate reports.
• Demonstrated experience in developing and implementing reporting solutions to support business objectives.
• Experience integrating data from enterprise platforms such as ServiceNow, vulnerability management, asset management, and security tooling
• Advanced certifications or training in data analysis, business intelligence, or data visualization tools is a plus.
• Familiarity with security platforms such as Tenable, Checkmarx, Burp Suite, or comparable enterprise security tools is desirable.
• Alignment with our CARE values.

CAREER DEVELOPMENT:

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:HRServices@hanover.com and include the link of the job posting in which you are interested.

Privacy Policy:

To view our privacy policy and online privacy statement, click here.

Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.

Compensation:

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.