Data Scientist

Job Title: Data Scientist (ServiceNow / ITSM Analytics)

Overview:

We are seeking a Data Scientist to support advanced analytics and data-driven decision-making across ServiceNow and ITSM platforms. This role will focus on analyzing operational data, building predictive models, and delivering insights to optimize service delivery, incident management, and workflow automation.

Key Responsibilities:

• Analyze ServiceNow data (incidents, requests, changes, CMDB) to identify trends, bottlenecks, and optimization opportunities
• Develop and deploy machine learning models to predict incident volumes, SLA breaches, and service performance risks
• Write and optimize SQL queries to extract and transform large datasets from enterprise systems
• Build interactive dashboards and reports using Power BI, Tableau, or Splunk for stakeholders and leadership
• Collaborate with IT, PMO, and business teams to translate requirements into data-driven solutions
• Support workflow automation and intelligent routing using analytics and predictive insights
• Perform data cleansing, feature engineering, and statistical analysis using Python or R
• Integrate data pipelines and workflows using tools such as Docker, GitHub, and Alteryx
• Document models, processes, and findings using Confluence and SharePoint

Required Skills & Qualifications:

• 2–5 years of experience in data science, analytics, or related field
• Strong programming skills in Python and/or R, with experience in libraries such as Scikit-learn, TensorFlow, or PyTorch
• Advanced proficiency in SQL and data manipulation
• Experience with data visualization tools (Power BI, Tableau, Splunk, Matplotlib, Plotly)
• Familiarity with ServiceNow data structures or ITSM platforms (highly preferred)
• Experience with version control and automation tools (GitHub, Docker, Alteryx)
• Strong understanding of statistical analysis and machine learning techniques
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Visio)

Nice to Have:

• Experience working in ITSM, IT operations, or infrastructure environments
• Exposure to AIOps, predictive analytics, or anomaly detection
• Familiarity with Agile environments and collaboration tools like Jira and Confluence
• Knowledge of Adobe Analytics or enterprise digital analytics platforms

Key Competencies:

• Strong analytical and critical thinking skills
• Ability to translate complex data into clear business insights
• Effective communication with both technical and non-technical stakeholders
• Self-starter with a focus on continuous improvement and automation