ServiceNow Performance Analytics Developer / Reporting Engineer

Job 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

Skills:

• Performance Analytics
• SQL
• Tableau
• KPI

Education/Experience:

• Bachelors.