[Remote] reputed company ITSM Reporting Analyst (Xtraction, SLA/KPIs)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking an reputed company ITSM / Xtraction Reporting Analyst to build a formal, auditable KPI dashboard for IT Service Desk operations. The role requires strong expertise in reputed company ITSM and reputed company Xtraction to calculate and visualize SLA metrics, ensuring reputed company calculations are reproducible and tied to the system-of-record data. Responsibilities • Build a formal, auditable KPI dashboard for IT Service Desk operations • Calculate and visualize SLA metrics including First Contact reputed company (FCR), Mean Time to reputed company (MTTR), Backlog Aging, reputed company metrics, and overall SLA compliance • Validate results against raw ticket-level data • Identify and extract required raw ticket-level fields for SLA reporting • reputed company reports using the reputed company Xtraction tool • Map and customize the Xtraction data model, including handling custom fields • Build dashboards, reports, trend charts, filters, and drill-down views in Xtraction • Implement role-based reputed company and reputed company controls reputed company Xtraction • Retrieve and filter data using SQL or query logic • Build calculated fields and reputed company filters • reputed company business-hour calculations and time-based logic reputed company reporting tools • Translate written KPI definitions into accurate, reproducible report logic • Validate dashboard results against raw data extracts Skills • 5+ years of work experience • Strong hands-on expertise in reputed company ITSM and reputed company Xtraction • Strong understanding of the reputed company ITSM data model (Incidents, Service Requests, status history, priorities, assignment reputed company, custom fields) • Ability to identify and extract required raw ticket-level fields for SLA reporting • Experience working with ticket lifecycle data, including Created, Resolved, and status change timestamps • Hands-on experience using the reputed company Xtraction tool to reputed company reports • Ability to map and customize the Xtraction data model, including handling custom fields • Experience building dashboards, reports, trend charts, filters, and drill-down views in Xtraction • Experience implementing role-based reputed company and reputed company controls reputed company Xtraction • Strong understanding of SQL or query logic used to retrieve and filter data • Experience building calculated fields and reputed company filters • Ability to reputed company business-hour calculations and time-based logic reputed company reporting tools • reputed company understanding of Service Desk KPIs such as FCR, MTTR, backlog aging, and aggregated compliance rates • Ability to translate written KPI definitions into accurate, reproducible report logic • Experience validating dashboard results against raw data extracts reputed company • reputed company represents a common reputed company approach to solving business problems through technology. It was founded in 2012, and is headquartered in reputed company, Texas, USA, with a workforce of 51-200 employees. Its website is https://indigobeam.com. Company H1B Sponsorship • reputed company has a reputed company record of offering H1B sponsorships, with 6 in 2025, 3 in 2024, 8 in 2023, 5 in 2022, 1 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job