About this ITSM Tooling Engineer (Data & Reporting Specialist) role at The Access Group
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.
What does Access offer you?
We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.
Role Summary
Join the Global Technology Services (GTS) Service Management team to drive data-led improvements across IT service delivery. This role is responsible for managing ITSM tooling, transforming service management data into actionable insights, and delivering enterprise reporting through Databricks and Power BI. You will play a key role in improving service quality, automation, reporting maturity, and end-user experience across a global organization.
Day-to-Day Responsibilities
ITSM Platform Administration
- Administer and enhance the Freshservice platform, including workflows, automations, SLA policies, forms, and service catalogues.
- Deliver platform maintenance, troubleshoot issues, and support business-as-usual change requests.
- Ensure the ITSM ecosystem remains reliable, scalable, and user-friendly.
Reporting & Analytics
- Develop and maintain reporting solutions in Databricks and Power BI.
- Create dashboards and reports tracking KPIs, SLA performance, service volumes, and trends.
- Write and optimize SQL queries to extract and analyze ITSM data.
- Validate data accuracy and maintain trusted reporting pipelines.
Data Management
- Manage data integrations and data flows between Freshservice, Databricks, and other enterprise systems.
- Fulfil ad-hoc and recurring reporting requests from stakeholders.
- Support automation and reporting projects using Evo Builder.
- Maintain data quality, integrity, and consistency across platforms.
Continuous Improvement
- Identify opportunities to automate processes and reduce manual effort.
- Support service improvement initiatives through data-driven insights.
- Collaborate with stakeholders to deliver tooling, reporting, and automation projects.
- Contribute to the tooling and automation strategy roadmap.
Key Skills & Experience
- Fresh service administration experience.
- Advanced Databricks knowledge (notebooks, Delta tables, pipelines).
- Experience with Evo Builder or similar low-code platforms.
- Data modelling, ETL/ELT, and data warehousing expertise.
- Additional BI tools such as Tableau or Looker.
- Automation platforms such as Power Automate, Workato, Zapier, or BizTalk.
- ITIL Foundation certification and experience within software or IT environments
- SQL and data querying skills with the ability to extract, manipulate, and analyze data.
- Experience or exposure to Power BI or other reporting and visualization tools.
- Understanding of data warehousing or data platforms such as Databricks.
- Basic knowledge of automation, integrations, and data flows.
- Strong analytical, problem-solving, and continuous improvement mindset.
- Excellent collaboration and stakeholder management skills
What are we all about?
The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.
With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.
We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?
Let’s make a difference together.
Love Work. Love Life. Be You.