ServiceNow Developer & Analytics/Reporting Specialist

Role Description

Aptive Resources LLC is seeking an experienced and technically proficient ServiceNow Developer & Analytics/Reporting Specialist to support the Department of Veterans Affairs (VA) Electronic Health Record (EHR) program. This full-time role will play a key part in building, stabilizing, enhancing, and reporting on ServiceNow-based solutions critical to the VA's Single-Pathway Issue-Resolution system and other CPMO-led efforts.

This is a hands-on development and analytics/reporting position, ideal for someone who is confident working within the constraints of a regulated federal IT environment and capable of operating independently on both front-end/back-end ServiceNow development and ServiceNow-native reporting, dashboarding, and Performance Analytics tasks. The ideal candidate brings technical fluency, data analysis skills, problem-solving ability, and a strong understanding of VA/OIT systems and processes. ServiceNow analytics and reporting is a primary responsibility for this role; the candidate must be able to deliver reporting directly in ServiceNow (SNOW), not rely solely on external BI support.

Primary Responsibilities

• Lead technical development and configuration of the ServiceNow MVP for the Single-Pathway Issue-Resolution platform, working closely with PMs and BAs to ensure delivery on schedule and in compliance with VA requirements.
• Design, build, and maintain ServiceNow applications and workflows, including Service Portal pages, UI actions, business rules, client/server scripts, and automated notifications.
• Own ServiceNow-native analytics and reporting as a primary responsibility, including creation and maintenance of reports, dashboards, scheduled reports, Performance Analytics widgets, and role-based views directly in ServiceNow.
• Configure and support Performance Analytics data sources, indicators, breakdowns, targets, scorecards, and trend analysis to measure issue-resolution performance, SLA adherence, backlog health, and operational throughput.
• Translate stakeholder reporting questions into actionable ServiceNow metrics, KPI definitions, dashboard requirements, data validation routines, and recurring analytics outputs for PMO, functional, and executive audiences.
• Collaborate with cross-functional teams using Agile Scrum, contributing to sprint planning, daily standups, and backlog refinement. Use Jira to manage user stories, track tasks, and update development progress.
• Contribute to test case development and support User Acceptance Testing (UAT), stabilization, and bug remediation cycles alongside QA and functional leads.
• Follow VA OIT development standards and security guidelines throughout the SDLC. Ensure documentation and change management processes are maintained.
• Proactively identify platform issues, propose solutions, and deliver clean, testable, and compliant code.
• Participate in post-MVP backlog development and refinement to support evolving system needs and integration into VA enterprise architecture.

Qualifications

• 3-5 years of hands-on ServiceNow development experience with demonstrated ServiceNow-native analytics and reporting experience, OR active CSA (Certified System Administrator) and CAD (Certified Application Developer) certifications with comparable implementation experience.
• Strong proficiency in both Service Portal (front-end) and core platform (back-end) ServiceNow development.
• Hands-on experience building reports, dashboards, and Performance Analytics solutions directly in ServiceNow (SNOW), including data sources, indicators, breakdowns, widgets, filters, scheduled reports, and dashboard security/visibility.
• Ability to perform the combined development and analytics/reporting role: developing ServiceNow functionality while also analyzing data, defining KPIs, and producing clear operational insights.
• Experience working in regulated IT environments, ideally within federal healthcare or the VA OIT system.
• Familiarity with Jira, Agile Scrum practices, and version control/documentation workflows.
• Excellent communication and documentation skills. Able to translate business requirements into technical designs, and explain technical issues to non-developers.
• U.S. Citizenship and ability to obtain a Public Trust clearance.

Desired Qualifications

• Direct experience supporting VA ServiceNow development, ServiceNow analytics/reporting, or other VA IT platforms (e.g., CDW, VistA).
• ServiceNow Performance Analytics experience or certification; familiarity with ServiceNow Reporting, Analytics Hub, dashboard governance, or equivalent SNOW reporting capabilities.
• Experience developing executive, operational, SLA, incident/problem/request, or issue-resolution reporting in a federal healthcare or VA delivery environment.
• Understanding of VA OIT tollgate, governance, and deployment processes.
• Familiarity with QA/test workflows, including experience supporting stabilization and remediation efforts.
• Exposure to Tiered Hub Process (THB) models or distributed Agile team structures.
• Ability to work in high-pressure, delivery-critical environments with shifting priorities and multiple dependencies.