Data Analyst I - ServiceNow

About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Overview

We are hiring a Data Analyst I in Central Technology - ITS to provide operational reporting and insight across IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and IT Procurement. As a Data Analyst you will own the monthly departmental reporting pack for our Leadership Team, making sure it is produced, populated with the right stats and insights, and matured over time so it remains a trusted view of how the department is performing. You will also work closely with process owners, engineering, and other stakeholders on impactful operational problems, translating them into data stories and delivering insights that inform day-to-day decisions and longer-term improvements. You will work with data from sources such as ServiceNow (our primary system of record), Amazon Connect, LogicMonitor, and datasets in Snowflake, surfacing insight through tools such as Tableau and ServiceNow Performance Analytics, reports and dashboards. Alongside operational reporting you will help us monitor the performance of both our human teams and our AI / automated workflows, measuring whether they are meeting their intended purpose and helping us drive value from them.

Data Analysts work on tasks such as reporting, visualization and analysis within the scope of their department. They consult with stakeholders in problem-definition, setting success metrics and shaping the way forward through data insights and effective communication with their audience. Data Analysts I have experience managing stakeholders and can do this largely autonomously (seeking for help in complex scenarios). They prioritize their work for business impact, efficiently adapt to business needs, and manage expectations accordingly. They combine their understanding of the business with the knowledge of data, workflows, methods and tooling to autonomously drive analysis and reporting within the scope of their team. They can adapt existing tooling and approaches based on business and user needs. They collaborate with peers in their craft and follow best practices ensuring data quality and stability.

Key Job Responsibilities and Duties

• Responsible for owning the design and delivery of parts of Data Analytics solutions based on business requirements across ITSM, ITOM, ITAM and Procurement, contributing to bringing them from the initial idea-generation phase to implementation with some supervision.

• Responsible for working independently on consuming data from sources such as ServiceNow, Amazon Connect, LogicMonitor and Snowflake, preparing it for analytical use and translating business problems to data stories. Can ask for guidance on more complex tasks.

• Responsible for working within the scope of their department and delivering work that informs business decisions for the operational area they currently work on.

• Responsible for leveraging foundational skills in data analysis and data visualization (e.g. Tableau, ServiceNow Performance Analytics) to answer business questions. They incorporate stakeholder requirements when creating intuitive and insightful visualizations that translate data into actionable insights.

• Responsible for driving adoption of dashboards and metrics across the department — promoting authoritative views, coaching stakeholders on how to use them, and retiring duplicate or stale assets to keep a clear single source of truth.

• Responsible for owning the monthly departmental reporting pack for the Leadership Team, ensuring it is produced, populated with accurate stats and insights, and matured over time as the questions LT ask of the data evolve.

• Responsible for monitoring the performance of our operations, both human and AI / automated, flagging drift or anomalies, investigating root cause with the relevant owners, and helping the business drive value from its automations.

• Responsible for connecting and collaborating with stakeholders in operational and project-based roles (e.g. ITS leadership, process owners, operational engineers, support technicians, buyers) under the guidance of a manager. Uses effective communication to address their needs and presents data insights in an accessible, business-friendly manner.

• Responsible for being flexible in adopting existing internal Data Analytics approaches and expanding their technical competencies when a more efficient way presents itself.

• Responsible for growing their own craft skills while leveraging Data Analytics for impact on well defined business problems.

• Responsible for supporting junior peers when opportunity presents itself through knowledge sharing and setting a good example.

• Responsible for networking and proactively connecting with craft peers beyond the department's scope.

• Must be familiar with the larger data ecosystem at Booking and how it relates to the work they do.

• Responsible for connecting with peers in related crafts (ie. Data Engineering, ServiceNow platform, Automation owners) as needed on specific projects to ensure successful outcomes.

• Must have high level knowledge about the goals of their area (ie. ITSM, ITOM, ITAM and Procurement operations).

• Responsible for ensuring quality of their own work by validating it through peer review.

Role Qualifications and Requirements

• Highly skilled in ServiceNow is a must have.
• Experience in data visualization tools and visual communication (e.g. Tableau, ServiceNow Performance Analytics or equivalent).

• Expert in critical thinking, with an eye for detail and a proactive, adaptive mindset.

• Experience in data collection, preparation, processing, output and storage across multiple sources (e.g. ITSM, contact-centre, monitoring and warehouse data).

• Experience in critical judgment and quality control, including reconciling conflicting numbers across systems.

• Awareness of tracking changes and coding.

• Experience in data querying and script automatization — strong SQL is required; Python is a plus (use of AI to support coding is acceptable)

• Awareness of statistical modeling, interference, experiment design and result interpretation.

• Experience in creating & monitoring KPIs and translating business questions into data problems, including KPIs for AI / automated workflows.
  
  

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Inclusion at Booking.com:

Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process:

• Let’s go places together: How we Hire

• This role does not come with Relocation assistance

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.