ServiceNow Systems Engineer

We are seeking a highly experienced Systems Engineer with deep expertise in Service Now to lead the configuration, development, and maintenance of performance analytics dashboards and reports. This role involves translating complex data into actionable insights, automating reporting workflows, and ensuring seamless integration with external analytics tools. The ideal candidate will support leadership decision‑making by providing accurate, timely, and compliant service management analytics within a fast‑paced environment.

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

• Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
• Bachelor's degree or higher, with 12+ years of relevant experience, or an equivalent combination of education and experience.
• Active Secret clearance required.
• Current DoD 8570 IAT Level II certification (e.g., Security+ CE, CySA+).
• Extensive hands‑on experience with Service Now Performance Analytics, reporting, and dashboard development.
• Strong understanding of Service Now data models, tables, scripting (JavaScript, Glide Script), and customization techniques.
• Proven ability to define KPIs, manage SLA tracking, and develop operational metrics within ITSM frameworks.
• Experience integrating Service Now with external Business Intelligence tools and platforms.
• Knowledge of ITIL processes and best practices for service management.
• Excellent communication skills with the ability to convey complex technical information to diverse audiences.

• Experience with Power BI for report creation, dashboard migration, and data visualization.
• Proficiency with REST APIs for data integration between Service Now and external platforms.
• Familiarity with Linux environments and command-line tools for automation and scripting.

Pay Rate: $70.00 – $75.00 Hourly