Data Analyst ServiceNow Developer

Position summary

ServiceNow and data duties

• Support implementation, troubleshooting, and maintenance of IT systems, including integration with on-premises ServiceNow.
• Analyze Incident, Problem, Change, Request, CMDB, and related IT service management data to identify trends, recurring issues, service gaps, and improvements.
• Build and maintain reports, dashboards, performance analytics, and data extracts for operational metrics, service-level agreements, and leadership reporting.
• Provide day-to-day ServiceNow and data operations support, including user support, triage, investigation, configuration validation, and defect coordination.
• Validate data quality, reconcile integrated-system records, and document data definitions, business rules, and reporting logic.
• Gather stakeholder needs and translate them into reports, dashboards, workflows, catalog items, or configuration enhancements.
• Support testing and deployments across development, test, and production environments; document results and coordinate release readiness.
• Assist with roles and groups, user access, catalog and knowledge content, notifications, and platform configuration within assigned access.
• Document procedures, configurations, data flows, and support knowledge articles; train users and technical staff.
• Recommend improvements based on metrics, user feedback, root-cause findings, and platform capabilities.

Platform engineering duties

• Design, plan, implement, and maintain complex ServiceNow Server 2013/2016 and SQL Server environments, including web front-end, index, application, and search servers.
• Support ServiceNow environment administration, including site creation, user training, backup and restore, performance analysis, and issue resolution.
• Contribute to the design, architecture, availability, reliability, and security of future ServiceNow environments and verify service-level agreement requirements with customers.
• Advise staff on implementing engineering work in test, development, and production environments.
• Train technical staff in ServiceNow administration and troubleshooting, and define standard administration and engineering procedures.
• Develop configuration documentation for server and ServiceNow environments and their integrations.

Required qualifications

• Bachelor’s degree.
• Ability to obtain and maintain a Public Trust clearance.
• At least eight years of experience using SharePoint 2013 or newer, SharePoint Designer, HTML, and JavaScript.
• At least eight years of relational database experience, such as SQL Server.
• At least two years of experience using Nintex Workflows.
• At least eight years of client consulting on SharePoint solutions, client presentations, and translating business needs into technical requirements.
• At least eight years of system testing and User Acceptance Testing experience.

Preferred qualifications

• Active Public Trust clearance and current or previous experience supporting a DHS component are preferred.
• Microsoft Certified System Engineer certification for SharePoint 2013 or newer is preferred.
• Experience with ServiceNow Performance Analytics, Reporting, CMDB, Discovery, Integration Hub, Flow Designer, Active Directory administration, or scripted REST APIs is preferred.
• Experience with Power BI, Tableau, Excel Power Query, Python, relational databases, operating systems, or similar BI and data-analysis tools is preferred.