Technology Analytics Engineer (REMOTE)

About the role

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture. The Hanover Technology Group is seeking a Technology Analytics Engineer to join our growing team in our Worcester, MA office or in a remote work arrangement. This is a full-time, exempt position. As part of the IT Service Management Operations team, the Technology Analytics Engineer partners with multiple technology organizations at The Hanover to acquire and analyze operational data in order to generate meaningful insights that improve service effectiveness, operational efficiency, and decision-making. Through the creation of analytics, dashboards, reports, and data-driven recommendations, this role helps teams identify trends, address challenges, and drive continuous improvement. The Technology Analytics Engineer is responsible for unlocking the value of operational data within the ServiceNow platform to strengthen IT Service Management (ITSM) and related business processes. This role designs, creates, and maintains analytical and reporting solutions that provide visibility into organizational performance, enable data-driven decision making, and support continuous improvement. By identifying opportunities to enhance data quality, governance, and process effectiveness, the Technology Analytics Engineer helps ensure technology teams have the information needed to achieve business objectives. The ideal candidate demonstrates strong technical proficiency, hands-on experience with ServiceNow data structures and reporting capabilities, and the ability to develop creative solutions by looking beyond the initial request to identify additional opportunities for value. Success in this role requires the ability to independently own critical reporting and data management processes, influence stakeholders, and communicate complex technical concepts to both operational and executive audiences. If you are interested in working in a collaborative, innovative and agile environment, then we want to hear from you. This is an exciting opportunity for an experienced IT professional looking for a new challenge.

Responsibilities

• Partner with stakeholders to gather requirements and understand data analytics needs to ultimately design and produce reports and dashboards.
• Analyze data to identify trends, patterns, and anomalies.
• Provide insights and recommendations for technology and process improvements.
• Create and maintain dashboards to track and monitor ITSM and other business process performance, including but not limited to: incident, problem, change, release, asset, configuration, and request management.
• Build and maintain resilient data pipelines that aggregate, transform, and deliver data from ServiceNow and other enterprise platforms to support reporting, analytics, and operational decision-making.
• Design and implement custom data models, metrics, reports, and visualizations using ServiceNow, Power BI, and other reporting technologies.
• Create executive-level artifacts to support weekly, monthly, quarterly, and annual reviews of key performance and risk indicators supported by a rich set of dashboards and reports.
• Evaluate and adopt modern data platform capabilities, including large-scale data processing, advanced analytics, and AI-enabled solutions, where they