ServiceNow Programmer/Analyst 2
On-siteHouston, Texas, United States or Atlanta, Georgia, United States
Job Summary
Capture reporting and metrics requirements while working with key stakeholders across multiple functional and matrix teams. Design and implement custom reports, dashboards, and metrics using ServiceNow reporting tools to support ITSM processes for Incident, Problem, and Change Management. Build and automate daily, weekly, monthly, and quarterly reports to track key performance indicators and ensure data accuracy across all platforms. Support daily Production Operations calls with regional infrastructure and application availability status previews. Create executive-level presentations for monthly and quarterly reviews of leading and lagging measurements. Analyze data trends to identify opportunities for process improvement and provide expertise on best practices for reporting and data visualization within ServiceNow. Train and support users in generating and interpreting reports.
Required Qualifications
- onsite position
- strong analytical skills
- deep understanding of ServiceNow
- ability to translate complex data into actionable insights for decision-making
- Understanding of the foundational principles of ITIL
- understanding of metrics associated to Incident, Problem, Change and Release Management
- Bachelor's Degree or 4+ additional years of equivalent experience
- 1+ year of related experience in ServiceNow
- extensive knowledge of reporting functionalities and capabilities
- currently authorized to work in the United States on a full-time basis
Desired Qualifications
- 1+ years of professional experience with ServiceNow Modules such as Performance Analytics, PAE, Incident Mgmt, Problem Mgmt, Knowledge Mgmt, Release Mgmt, Instance Mgmt, HealthScan Data, and Automated Testing Framework (ATF)
- 1+ years of experience building complex reports, dashboards, and metrics using ServiceNow Performance Analytics or native ServiceNow reporting (PAE)
- Proven experience working with ServiceNow, including extensive knowledge of reporting functionalities and capabilities
- Excellent analytical skills with the ability to interpret data and present insights in a clear and concise manner
- Demonstrated experience in developing and implementing reporting solutions to support business objectives
- Excellent communication skills with all levels of IT and line of business organization and interpersonal skills
- Ability to work independently and collaboratively in a fast-paced environment with tight deadlines
- Experience working as a Business Systems Analyst (BSA), Quality Assurance (QA) Tester, ServiceNow Developer, or using Microsoft Excel/PowerPoint
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