[Hiring] Technology Analytics Engineer @The Hanover Insurance Group

Role Description

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 provide measurable value.
• Provide expertise and guidance on best practices for efficient and effective reporting and data visualization within ServiceNow.

Qualifications

• Bachelor's degree in computer science, or a related study, or equivalent experience.
• Authorization to work in the United States without current or future sponsorship (should be a U.S. citizen or lawful permanent resident).
• Proven experience working with ServiceNow, excellent knowledge of reporting and analytics capabilities within ServiceNow, PowerBI, and other tools.
• Understanding of ITIL and working knowledge of core processes.
• Experience building complex reports, dashboards, and metrics using ServiceNow Performance Analytics, native ServiceNow reporting, PowerBI, or other tools.
• Familiarity with ServiceNow data structures and access methods.
• Experience designing and supporting modern data platforms, including Microsoft Fabric Lakehouse environments, ETL/ELT processes, notebook-based development (Python, PySpark, Spark SQL), and enterprise analytics solutions.
• Experience building and maintaining data pipelines, integrations, and reporting solutions across multiple enterprise platforms.
• Ability to independently lead initiatives, influence stakeholders, and manage competing priorities.
• Experience using Python to automate workflows, integrate systems, and support reporting solutions.
• Strong analytical skills with the ability to gather, organize, and interpret data to pinpoint improvement opportunities and present insights in a clear and concise manner.
• Ability to work independently and collaboratively in a team environment, managing multiple priorities and deadlines.
• Attention to detail and a commitment to delivering high-quality, accurate reports.
• Demonstrated experience in developing and implementing reporting solutions to support business objectives.
• Experience integrating data from enterprise platforms such as ServiceNow, vulnerability management, asset management, and security tooling.
• Advanced certifications or training in data analysis, business intelligence, or data visualization tools is a plus.
• Familiarity with security platforms such as Tenable, Checkmarx, Burp Suite, or comparable enterprise security tools is desirable.
• Alignment with our CARE values.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401K with a company match.
• Tuition reimbursement.
• PTO.
• Company paid holidays.
• Flexible work arrangements.
• Cultural Awareness Day in support of IDE.
• On-site medical/wellness center (Worcester only).

Career Development

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.