Data Analysis, ServiceNow/Senior Consultant Specialist

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist who will be primarily responsible for delivering proactive, data-driven insights for Service Management by blending multiple data sources and building a clear visualization layer in Qlik/Tableau/ServiceNow. You’ll help teams spot risks early, improve service performance, and make decisions faster with trusted metrics and dashboards.

In this role, you will:

• Use your tooling/technical expertise such as strong hands-on capability with ServiceNow, ITSM processes/metrics, Splunk and/or Dynatrace (operational monitoring insights), Qlik and/or Tableau (dashboard build and performance optimization), Python (Scripting for automation)
• Extract, reconcile and blend data from ServiceNow (Inc/Prob/Chg/Req/CMDB, incl. Performance Analytics where relevant) and other operational sources (monitoring, asset, knowledge, customer signals) into consistent reporting datasets.
• Provide proactive, actionable insights by identifying trends, early warning signals and improvement opportunities across incidents, problems, changes, SLAs/OLAs, backlog and overall service health, with clear “so what / now what” recommendations.
• Design and deliver role-based dashboards and visualizations in Qlik/Tableau and ServiceNow, enabling intuitive UX and drilldowns for service reviews and operational decision-making.
• Define and standardize KPIs (e.g., MTTR, lifecycle measures, backlog health), maintain a single version of the truth, and document metric definitions and data lineage for re-use and auditability.
• Implement data quality controls and checks to ensure trusted reporting, governance compliance and repeatable outcomes.
• Automate recurring reporting, alerts and self-serve access (e.g., SLA breach risk, backlog ageing, change failure hotspots) through published datasets and reusable templates.
• Partner with Service Owners, Operations and Technology teams to translate questions into analysis, communicate insights to technical and non-technical audiences, and drive actions through governance forums; supported by strong SQL and hands-on database set-up/support experience (5–8 years).

To be successful in this role, you should meet the following requirements: 

• ServiceNow Performance Analytics, APIs/integrations, or data engineering exposure.
• Familiarity with observability tools (e.g., Splunk/Dynatrace) and linking telemetry to ITSM outcomes.
• Python for automation/advanced analytics.
• Working knowledge of ServiceNow data and ITSM processes/metrics (SLAs/OLAs, MTTR, incident/problem/change lifecycle, backlog health).
• Strong hands-on dashboarding in Qlik and/or Tableau; ability to model data and optimize performance.
• Database capabilities - hands on DB set up and support experience.
• Ability to communicate insights clearly to technical and non-technical audiences and influence outcomes.
• Strong focus on data quality, controls, and documentation.

You’ll achieve more when you join HSBC.

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Issued by – HSBC Software Development India