Job purpose • The IT Scorecard & Metrics Analyst plays a critical role in advancing BorgWarner’s IT Service Excellence mission by combining strong analytics fundamentals with practical, applied use of AI tools to deliver insight, transparency, and governance across global IT.
• This role is designed for an experienced analytics professional who not only uses AI to accelerate analysis and insight generation, but also helps shape how AI‑assisted analytics are applied across IT. The Analyst partners closely with IT leaders, Service Owners, and the Service Excellence team to ensure performance metrics are meaningful, trusted, and decision‑ready.
• You will own and evolve enterprise IT scorecards, dashboards, KPI frameworks, and measurement standards, while progressively embedding AI‑enabled approaches into how IT performance is measured, analysed, and communicated. This position offers a unique opportunity to help shape a modern, data‑ and AI‑informed performance culture across BorgWarner’s global IT organization.
Key responsibilities
- Develop, maintain, and continuously improve IT scorecards, dashboards, and KPI reporting for senior leadership and IT operational teams (Power BI preferred; ServiceNow Performance Analytics a plus).
- Perform data preparation and validation (cleansing, transformation, reconciliation) to ensure accuracy, consistency, and governance of reported metrics.
- Partner with Service Owners, Product Teams, and IT leadership to define meaningful, outcome based metrics aligned with ITIL practices, customer experience, operational stability, and business objectives.
- Analyze ITSM and operational performance data to identify trends, anomalies, patterns, and emerging risks across key service metrics (incidents, requests, SLAs, availability, MTTR, customer satisfaction, etc.).
- Translate complex operational data into clear, executive-ready narratives and recommendations; leverage AI-assisted tools to accelerate analysis and drafting while validating outputs and adhering to data quality, privacy, and governance standards.
- Monitor performance against defined targets and thresholds; use forecasting and trend analysis to proactively highlight potential KPI degradation or improvement opportunities.
- Lead the evolution of IT’s measurement framework by contributing to standardized metric definitions, scorecard structures, visualization standards, and reporting best practices—incorporating AI responsibly where it enhances efficiency or insight.
- Automate recurring reporting, data refresh, and insight distribution processes using tools such as Power BI, ServiceNow Performance Analytics, Power Automate, or similar platforms.
- Support data-driven Continuous Service Improvement (CSI) initiatives by using analytics to identify root causes, bottlenecks, and optimization opportunities.
- Collaborate with the IT Service Excellence team to embed measurement and analytics into broader service quality, process improvement, and experience frameworks.
- Provide guidance and coaching to IT teams on interpreting metrics, understanding drivers of performance, and using data effectively in decision-making.
What we’re looking for
- Core Qualifications
- 5+ years of experience in IT analytics, metrics and scorecard design, business intelligence, IT service management reporting, or related analytical roles.
- Bachelor’s degree in information technology, Information Systems, Data Analytics, Business Analytics, or a related field (or equivalent practical experience).
- Strong understanding of ITIL processes, ITSM operations, and common operational KPIs (e.g., incidents, requests, SLAs, availability, MTTR, customer satisfaction).
- Proficiency with data visualization and BI platforms (Power BI preferred; ServiceNow Performance Analytics a strong plus), including building dashboards, KPIs, and executive-ready visualizations.
- Experience developing or supporting automated reporting solutions, including scheduled data refreshes, recurring reports, and workflow automation (Power BI, Power Automate, ServiceNow, or similar).
- Excellent written and verbal communication skills, with the ability to translate complex data into clear, concise, and executive-appropriate narratives.
- High attention to data quality, accuracy, and governance, including awareness of responsible AI use, privacy considerations, and data integrity standards.
- Strong collaboration skills and comfort working with global, cross-functional IT teams; able to coach stakeholders on metrics interpretation and data-driven decision-making.
- Applied AI & Digital Skills
- Comfortable using AI-assisted analytics tools to accelerate insight generation and drafting, with the judgment to validate outputs and follow data quality, privacy, and governance standards.
- Strong analytical and critical-thinking skills, with the ability to interpret AI-generated outputs, validate results, and translate findings into actionable business insights.
What we believe
- Inclusion-We value diversity in people, ideas, and experiences.
- Integrity- We believe in transparency, authenticity, and depend on each other to deliver what we promise.
- Excellence- We contribute to our developments by seeking knowledge and sharing information.
- Responsibility- We care about our local communities and the global environment.
- Collaboration- We are one BorgWarner.
Safety
This position will adhere to Global Star Safety Program, including safety rules, practices and training as outlined in the BorgWarner PTC Safety Policy Manual, which includes the use of equipment, protective devices, or clothing that the employer requires. This individual will work in manners that stress the importance of preventing accidents and illnesses. He/she must take every reasonable precaution in the given circumstance for the protection of themselves and coworkers. In addition, he/she is responsible for reporting all injuries and/or possible dangerous situations, incidents, or occurrences to the immediate supervisor.
Equal Employment Opportunity
BorgWarner is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability or protected veteran status.
Visa Sponsorship
BorgWarner does provide sponsorship for employment visa status based on business need.
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Internal Use Only: Salary
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