Hands-on experience developing dashboards and reporting solutions within ServiceNow
Strong SQL skills with experience performing backend data analysis
Strong knowledge of ServiceNow Performance Analytics
Experience working in Agile environments with hands-on Jira usage
Requirements:
Design, develop, and maintain ServiceNow dashboards and reporting solutions
Analyze ServiceNow platform data related to Incidents, Requests, Changes, and operational workflows
Create interactive dashboards, reports, and KPI indicators
Support operational reporting and executive visibility efforts
Job description
Our client, is a Aerospace And Defense company, is looking for a System Integration Analyst for their Remote location.
Responsibilities:
ServiceNow environment. This role will work closely with stakeholders, Product Owners, operational teams, and leadership to translate business requirements into meaningful dashboards, reporting solutions, and actionable insights that improve operational visibility and decision-making.
The ideal candidate is highly analytical, technically strong, customer-focused, and capable of operating independently while providing a high level of stakeholder engagement and white glove support.
This role requires strong ServiceNow Performance Analytics experience combined with advanced SQL and data analysis capabilities. The role is expected to be on call and support occasional holidays and weekends based on deployment schedules.
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
Requirements:
Hands-on experience developing dashboards, reporting solutions, and Performance Analytics capabilities within ServiceNow
Strong knowledge of ServiceNow Performance Analytics including indicators, indicator sources, breakdowns, widgets, interactive filters, and automated data collection jobs
Strong SQL skills with experience performing backend data analysis and reporting validation
Experience building interactive dashboards and concise visualizations for operational and leadership audiences
Familiarity with ServiceNow modules including Incidents, Requests, Changes, Demands, and related operational workflows
Basic understanding of ServiceNow access controls, permissions, roles, workflows, and development lifecycle processes
Strong analytical, troubleshooting, and problem-solving skills
Strong communication and stakeholder engagement skills with ability to operate independently
Experience working in Agile environments with hands-on Jira usage
Ability to manage multiple priorities within fast-paced, high-visibility environments
US-based and US Citizen required
Experience with Tableau or other enterprise reporting/visualization platforms
Understanding of ITSM and ITOM operational processes and KPI measurement strategies
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.
