Job Summary:
ServiceNow Developer & Analytics/Reporting Specialist - Electronic Health Record (EHR)
Overview:
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.
Minimum 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
About Aptive:
About Aptive. Aptive partners with federal agencies to achieve their missions through improved performance, streamlined operations and enhanced service delivery. Based in Alexandria, Virginia, we support more than a dozen agencies including Veterans Affairs, Transportation, Defense, Homeland Security and the National Science Foundation. We specialize in applying technology, creativity and human-centered services to optimize mission delivery and improve experiences for millions of people who count on government services every day. Founded: 2012. Employees: 300+ nationwide.
EEO Statement:
Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class. Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply. About Aptive: Aptive partners with federal agencies to achieve their missions through improved performance, streamlined operations and enhanced service delivery. Based in Alexandria, Virginia, we support more than a dozen agencies including Veterans Affairs, Transportation, Defense, Homeland Security and the National Science Foundation. We specialize in applying technology, creativity and human-centered services to optimize mission delivery and improve experiences for millions of people who count on government services every day. Founded: 2012. Employees: 300+ nationwide.
