ServiceNow Systems Engineer

About This Role

Lead the configuration, development, and maintenance of ServiceNow Performance Analytics dashboards and reports, translating complex data into actionable insights for strategic and operational decision-making, while ensuring compliance with DoD and USCG security standards.

Responsibilities

• Design, configure, and maintain ServiceNow Performance Analytics dashboards and reports that effectively deliver KPIs, SLA metrics, and operational insights
• Extract, analyze, and interpret ITSM data from ServiceNow to inform strategic and operational decision-making
• Develop and automate reporting workflows within ServiceNow to improve efficiency, reduce manual effort, and enhance data accuracy
• Collaborate with stakeholders to gather detailed requirements and convert business needs into tailored ServiceNow dashboard solutions
• Ensure all analytics and reporting activities comply with Department of Defense (DoD) and US Coast Guard (USCG) data governance and security standards, handling sensitive information appropriately
• Provide ongoing technical support, troubleshooting, and optimization of ServiceNow analytics components and integrations with other systems
• Integrate ServiceNow data with external business intelligence platforms and reporting tools, such as Power BI, when required

Requirements

• Legally authorized to work in the United States without employer sponsorship
• Active Secret clearance
• Extensive hands-on experience with ServiceNow Performance Analytics, reporting, and dashboard development
• Strong understanding of ServiceNow data models, tables, scripting (JavaScript, GlideScript), and customization techniques
• Proven ability to define KPIs, manage SLA tracking, and develop operational metrics within ITSM frameworks
• Experience integrating ServiceNow with external Business Intelligence tools and platforms
• Knowledge of ITIL processes and best practices for service management
• Excellent communication skills

Qualifications

• Bachelor's degree or higher, or an equivalent combination of education and experience
• 12+ years of relevant experience

Nice to Have

• Prior US Coast Guard or DoD experience
• Experience with Power BI for report creation, dashboard migration, and data visualization
• Proficiency with REST APIs for data integration between ServiceNow and external platforms
• Familiarity with Linux environments and command-line tools for automation and scripting

Skills

* Required skills

Certifications