What I delivered
Leadership needed a clear, trustworthy picture of how the ServiceNow platform was performing — without asking an analyst to assemble it by hand every month. I built the reporting layer that answers that, end to end.
- A platform-analytics dashboard for executives and managers, covering platform health, adoption, and MTTR trends.
- Branch and location performance reporting with standardized, comparable metrics.
- An ITSM performance dashboard for SLA attainment, volume, and workload distribution.
- An automated monthly executive summary that packages the numbers into a leadership-ready readout.
How it came together
The work was equal parts data hygiene and design: cleaning up saved visualizations, standardizing location and branch naming so reports could be compared apples-to-apples, and building Performance Analytics widgets that hold up under scrutiny. An in-house AI orchestrator handled the repetitive scaffolding — draft queries, naming cleanup, and first-pass report structures — so I could focus on what each audience actually needed to see. The result is a manager command center rather than a pile of one-off charts.
Impact
Leadership now self-serves the platform picture instead of waiting on a manual monthly pull. Standardized metrics made branch-to-branch comparisons meaningful for the first time, and the automated monthly summary turned a recurring reporting chore into a one-click readout — freeing the team to spend its time on delivery instead of assembly.