ServiceNow Performance Analytics Developer / Reporting Engineer

Job Title: ServiceNow Performance Analytics Developer / Reporting Engineer

DOD (Dept of Defense) / Department of War (DOW) projects

ship required due to program access requirements.

Must be eligible to obtain DOD Clearance

Duration: up to 12 months Contract with possible extensions

Location: Remote Work (Work from home)

Work Schedule: 4/10 First Shift, Monday to Thursday 10 hours per day.

Pay Rate: $70/hr - $72/hr on W2 [the pay rate may differ depending on your skills, education, experience, and other qualifications]

Featured Benefits:

·         Medical Insurance in compliance with the ACA

·         401(k)

·         Sick leave in compliance with applicable state, federal, and local laws

Required Skills:

·         We are seeking an experienced ServiceNow Performance Analytics Developer / Reporting Engineer to support enterprise reporting, dashboard development, KPI tracking, and operational analytics initiatives within a high-visibility 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.

Desired Skills:

·         Experience with Tableau or other enterprise reporting/visualization platforms

·         Understanding of ITSM and ITOM operational processes and KPI measurement strategies

·         Experience supporting enterprise-scale ServiceNow reporting environments

·         Familiarity with ServiceNow backend tables, data structures, and reporting optimization techniques

·         Experience presenting analytics and operational metrics to leadership and stakeholders

·         Strong attention to detail and commitment to delivering high-quality reporting solutions

·         Product-minded and customer-focused approach with strong collaboration skills

Job Description:

·         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