We are hiring for ServiceNow Reporting & Documentation Specialist (Remote) .
Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: ServiceNow Reporting & Documentation
Location: Remote
Citizenship: US
DESCRIPTION OF PROJECT AND TASKS:
Key responsibilities include:
- Creating daily, weekly, and monthly ServiceNow operational reports covering incidents, service requests, changes, SLA compliance, backlog, ticket aging, and service trends
- Building and maintaining ServiceNow dashboards, analytical reports, KPI views, and reporting packs for internal leadership and customers
- Reviewing and validating incident, request, change, and task records within ServiceNow for completeness, accuracy, categorization, assignment, resolution notes, and closure evidence
- Performing ticket-quality reviews and identifying reporting, workflow, and documentation improvement opportunities
- Maintaining SOPs, runbooks, work instructions, escalation matrices, knowledge articles, and shift-handover documentation
- Coordinating with SAP support teams to capture recurring issues, root-cause trends, known errors, and process updates
- Supporting audit-ready operational reporting, governance, and documentation in a compliance-sensitive environment
The ideal background includes:
- 3+ years of experience in ServiceNow reporting, IT operations, managed services, service delivery, or technical documentation
- Hands-on experience creating ServiceNow reports, dashboards, SLA/KPI reporting, backlog analysis, ticket-aging reports, or Performance Analytics views
- Experience with Incident, Request, Change, Problem, Knowledge, and other ITIL-based ServiceNow processes
- Strong documentation skills, including SOPs, runbooks, knowledge articles, and operational procedures
- Familiarity with SAP support operations or SAP BASIS environments is preferred
- Experience supporting Federal, DoD, ITAR, FedRAMP, or other regulated environments is a plus
What success looks like
- Accurate and timely operational reporting for internal and customer use.
- Improved quality and completeness of ticket documentation in SNOW/ServiceNow.
- Well-maintained SOPs, runbooks, and knowledge documentation that support efficient delivery.
- Clear visibility into SLA performance, ticket trends, backlog, and service risks.
- Strong documentation discipline that supports secure, high-accountability client environments.
Why join us
- This is an opportunity to join a growing managed services organization with a strong reputation in secure SAP support delivery and a focus on operational excellence.
- The role offers meaningful exposure to SAP service delivery, structured process improvement, and support operations in highly accountable client environments.
If you are available, interested, planning to make a change, or know of a friend who might have the required qualifications and interest, please call me ASAP on / If you do respond via e-mail ( ) please include a daytime phone number so I can reach you. In considering candidates, time is of the essence, so please respond ASAP with your updated resume.
Established in 2003, JTSi is a Professional IT & Engineering Services provider with years of documented experience in the Information Technology and Engineering services field. JTSi has a proven track record for successfully delivering mission critical Professional services to the Government and the industry. JTSi SAP team delivers solutions to its clients by clearly understanding their core business problems. We deliver quality services at equitable rates and focus on constant improvement in all areas of our operation, austerely complying to the customer s desire. We view our-selves more as a business partner than a mere provider of consulting services. At JTSi customer is always first and partnering is our means to customer satisfaction. We do what we say!
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