ServiceNow Performance Engineer

Role Description

Astrica is 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. In this role, you will collaborate closely with Product Owners, business stakeholders, operational teams, and leadership to transform business requirements into meaningful dashboards, reports, scorecards, and actionable insights that improve operational visibility and support data-driven decision making.

• Design, develop, and maintain ServiceNow dashboards, reports, scorecards, and Performance Analytics solutions across enterprise initiatives.
• Configure and maintain Performance Analytics indicators, indicator sources, breakdowns, widgets, interactive filters, automated data collection jobs, and dashboard visualizations.
• Develop KPI reporting to measure metrics including SLA compliance, incident resolution, backlog health, operational trends, throughput, and completion rates.
• Partner directly with Product Owners, business stakeholders, and operational teams to gather reporting requirements and translate business needs into technical reporting solutions.
• Utilize SQL to perform backend data analysis, reporting validation, trend analysis, and reporting optimization.
• Analyze ServiceNow platform data across Incident, Request, Change, Demand, and operational workflows to identify trends, gaps, and opportunities for improvement.
• Support executive reporting initiatives by delivering operational dashboards and actionable analytics.
• Maintain dashboard governance, reporting standards, KPI definitions, and data quality across reporting solutions.
• Collaborate with ServiceNow developers, Product Owners, and cross-functional teams to support reporting enhancements and analytics strategy.
• Create and maintain reporting documentation, job aids, operational procedures, and knowledge transfer materials.
• Participate in Agile ceremonies, sprint planning, backlog refinement, and Jira work management activities.
• Provide responsive support for high-visibility initiatives while delivering excellent customer service and stakeholder communication.

Qualifications

• 3+ years of hands-on experience developing ServiceNow dashboards, reporting solutions, and Performance Analytics capabilities.
• Strong expertise with ServiceNow Performance Analytics, including Indicators, Indicator Sources, Breakdowns, Widgets, Interactive Filters, Scorecards, and Automated Data Collection Jobs.
• Advanced SQL skills with experience performing backend data analysis, reporting validation, and operational reporting optimization.
• Experience building executive-level dashboards and interactive visualizations for both operational and leadership audiences.
• Working knowledge of ServiceNow modules including Incident, Request, Change, Demand, and related operational workflows.
• Understanding of ServiceNow roles, access controls, workflows, and platform development lifecycle.
• Strong analytical, troubleshooting, and problem-solving abilities with exceptional attention to detail.
• Excellent communication and stakeholder management skills with the ability to operate independently in client-facing environments.
• Experience working within Agile development methodologies using Jira.
• Ability to manage multiple priorities in fast-paced, enterprise ServiceNow environments.

Preferred Qualifications

• Experience with Tableau, Power BI, or other enterprise reporting and visualization platforms.
• Understanding of ITSM and ITOM operational processes and KPI measurement strategies.
• Experience supporting enterprise-scale ServiceNow reporting and analytics environments.
• Familiarity with ServiceNow backend tables, data structures, and reporting optimization techniques.
• Experience presenting dashboards, operational metrics, and executive reporting to leadership.
• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Performance Analytics Micro-Certification or other ServiceNow certifications are a plus.
• Product-minded approach with a strong customer service focus and collaborative mindset.

Where You’ll Work

We’re a remote-first team, which means you can do your best work from wherever you’re happiest and most productive. Every now and then, we may ask you to join us on-site with a client—but those moments are the exception, not the rule. Flexibility is built in, because we know life doesn’t fit neatly into a 9–5.

Why Astrica?

At Astrica, we’re not just checking boxes—we’re reimagining what it means to be a ServiceNow partner. We blend smart automation with human-first change management, and we do it with curiosity, creativity, and a sense of humor. Our team is made up of industry pros who love what they do and believe work should be both impactful and fun.