System Integration Analyst

Servicenow Performance Analytics Developer / Reporting Engineer

We are seeking an experienced ServiceNow Performance Analytics Developer / Reporting Engineer to support enterprise reporting, dashboard development, KPI tracking, and operational analytics initiatives within a high-visibility ServiceNow environment. This role will work closely with stakeholders, Product Owners, operational teams, and leadership to translate business requirements into meaningful dashboards, reporting solutions, and actionable insights that improve operational visibility and decision-making. The ideal candidate is highly analytical, technically strong, customer-focused, and capable of operating independently while providing a high level of stakeholder engagement and white glove support. This role requires strong ServiceNow Performance Analytics experience combined with advanced SQL and data analysis capabilities. The role is expected to be on call and support occasional holidays and weekends based on deployment schedules.

Responsibilities:

• Design, develop, and maintain ServiceNow dashboards, reporting solutions, and Performance Analytics capabilities across enterprise platform initiatives
• Create interactive dashboards, reports, scorecards, and Performance Analytics indicators to measure and track KPIs such as SLA compliance, resolution time, operational trends, backlog health, throughput, and % complete metrics
• Configure and maintain Performance Analytics indicators, breakdowns, widgets, interactive filters, automated data collectors, and dashboard visualizations
• Partner directly with stakeholders to gather requirements, translate business needs into technical reporting solutions, and provide white glove customer support throughout delivery
• Utilize SQL for backend data analysis, data validation, trend analysis, reporting optimization, and operational insight generation
• Analyze ServiceNow platform data related to Incidents, Requests, Changes, Demands, and operational workflows to identify trends, gaps, and improvement opportunities
• Support operational reporting, executive visibility efforts, and data-driven decision-making initiatives
• Assist with dashboard governance, reporting standardization, and data quality validation across reporting solutions
• Collaborate with Product Owners, developers, and operational stakeholders to support reporting enhancements and analytics strategy alignment
• Develop and maintain reporting documentation, KPI definitions, job aids, and operational guidance materials
• Participate in Agile ceremonies and Jira work management activities as needed
• Support high-visibility initiatives requiring strong communication, responsiveness, and operational follow-through

Basic Qualifications:

• Hands-on experience developing dashboards, reporting solutions, and Performance Analytics capabilities within ServiceNow
• Strong knowledge of ServiceNow Performance Analytics including indicators, indicator sources, breakdowns, widgets, interactive filters, and automated data collection jobs
• Strong SQL skills with experience performing backend data analysis and reporting validation
• Experience building interactive dashboards and concise visualizations for operational and leadership audiences
• Familiarity with ServiceNow modules including Incidents, Requests, Changes, Demands, and related operational workflows
• Basic understanding of ServiceNow access controls, permissions, roles, workflows, and development lifecycle processes
• Strong analytical, troubleshooting, and problem-solving skills
• Strong communication and stakeholder engagement skills with ability to operate independently
• Experience working in Agile environments with hands-on Jira usage
• Ability to manage multiple priorities within fast-paced, high-visibility environments
• US-based and US Citizen required

Desired Skills:

• Experience with Tableau or other enterprise reporting/visualization platforms
• Understanding of ITSM and ITOM operational processes and KPI measurement strategies
• Experience supporting enterprise-scale ServiceNow reporting environments
• Familiarity with ServiceNow backend tables, data structures, and reporting optimization techniques
• Experience presenting analytics and operational metrics to leadership and stakeholders
• Strong attention to detail and commitment to delivering high-quality reporting solutions
• Product-minded and customer-focused approach with strong collaboration skills