Managed Services Enablement and Reporting Analyst

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Role Overview

The analyst develops reports, dashboards, and data-driven insights using tools such as SQL, Excel, and Power BI to monitor service delivery effectiveness, resource utilization, financial performance, and client engagement health. The role also supports business requirements gathering, testing, and validation activities related to ServiceNow enhancements and process improvements. This position is primarily execution-focused and works under the guidance of management to deliver actionable analysis and platform improvements.

Key Responsibilities

Managed Services Engagement Analytics

• Collect financial and utilization data across various business platforms to aid in evaluation and optimization of managed services engagements.
• Help identify trends, anomalies, and performance gaps impacting service delivery, profitability, and resource allocation.
• Prepare recurring operational and financial performance reports for review by leadership.

Reporting Outputs

• Create and maintain reports, dashboards, and visualizations using Power BI, Excel, SQL, and ServiceNow reporting tools.
• Develop SQL queries and data extracts to support operational analysis and decision-making.
• Validate data accuracy and investigate reporting discrepancies.
• Assist in developing standardized reporting and KPI measurement frameworks.
• Translate business questions into meaningful data analysis and reporting solutions.

ServiceNow Platform Support

• Support administration and enhancement efforts within the ServiceNow platform.
• Gather and document business requirements, user stories, process flows, and acceptance criteria.
• Collaborate with developers and administrators to clarify requirements and validate proposed solutions.
• Assist in identifying opportunities for workflow optimization and process automation.
• Maintain documentation related to system functionality, business processes, and enhancement requests.

ServiceNow Testing & Validation

• Develop and execute User Acceptance Testing (UAT) plans and test scripts.
• Validate enhancements and defect resolutions against approved requirements.
• Document and track testing results, issues, and defects.
• Coordinate testing activities with stakeholders and development resources.
• Support release validation and post-implementation reviews.

Required Qualifications

• Experience supporting, administering, or working within ServiceNow or a similar enterprise workflow platform.
• Working knowledge of ServiceNow processes, data structures, reporting capabilities, and platform configuration concepts.
• Ability to gather requirements, document business needs, and communicate clearly with both technical and non-technical stakeholders
• Experience conducting User Acceptance Testing (UAT), defect management, and solution validation.
• Strong analytical skills with the ability to interpret data, identify trends, and translate information into meaningful reporting or operational insights.
• Basic understanding of financial metrics including revenue, cost management, profitability, and resource planning.

• Advanced Microsoft Excel skills and experience working with reporting or business intelligence tools such as SQL reports and PowerBi.
• Demonstrated discretion and sound judgment when working with sensitive business, operational, or employee-related data.

Working Style and Success Factors

• Collaborative and service-oriented, with the ability to build effective working relationships across business, technical, and leadership audiences.
• Detail-oriented and quality-focused, with a strong commitment to accurate documentation, thorough testing, and reliable reporting.
• Comfortable working in a dynamic environment where priorities, timelines, and deliverables may shift based on business needs.
• Curious and improvement-minded, with an interest in identifying opportunities to streamline processes, improve reporting, and enhance platform usability.
• Accountable and proactive, with the ability to follow through on open items, communicate blockers, and support continuous improvement across platform operations.
• Handle sensitive operational data with discretion, including charge hour tracking, service line metrics, employee platform usage, and information that may be associated with performance-related reporting.
• Partner effectively with global team members, including offshore resources, to coordinate work, share knowledge, and support timely delivery across time zones.
• Previous experience working in or with a professional services firm preferred.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.   

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $61,500 - $92,900