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- Analyze incoming ServiceNow tickets and categorize them across teams/functions.
- Identify patterns, trends, and anomalies (ticket volume, ownership, mis-tagging, velocity, etc.).
- Determine which teams receive the highest ticket volume and highlight inefficiencies or routing issues.
- Create clear visual reports initially in PowerPoint for leadership review.
- Over time, help move this reporting into Tableau or similar analytics tools.
- Work closely with Azam to prepare insights and occasionally present findings to business leadership
