ServiceNow Performance Engineer

Astrica is 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. The role involves collaborating with various stakeholders to create meaningful dashboards and reports that enhance operational visibility and support data-driven decision making.

Responsibilities:

• Design, develop, and maintain ServiceNow dashboards, reports, scorecards, and Performance Analytics solutions across enterprise initiatives
• Configure and maintain Performance Analytics indicators, indicator sources, breakdowns, widgets, interactive filters, automated data collection jobs, and dashboard visualizations
• Develop KPI reporting to measure metrics including SLA compliance, incident resolution, backlog health, operational trends, throughput, and completion rates
• Partner directly with Product Owners, business stakeholders, and operational teams to gather reporting requirements and translate business needs into technical reporting solutions
• Utilize SQL to perform backend data analysis, reporting validation, trend analysis, and reporting optimization
• Analyze ServiceNow platform data across Incident, Request, Change, Demand, and operational workflows to identify trends, gaps, and opportunities for improvement
• Support executive reporting initiatives by delivering operational dashboards and actionable analytics
• Maintain dashboard governance, reporting standards, KPI definitions, and data quality across reporting solutions
• Collaborate with ServiceNow developers, Product Owners, and cross-functional teams to support reporting enhancements and analytics strategy
• Create and maintain reporting documentation, job aids, operational procedures, and knowledge transfer materials
• Participate in Agile ceremonies, sprint planning, backlog refinement, and Jira work management activities
• Provide responsive support for high-visibility initiatives while delivering excellent customer service and stakeholder communication

Requirements:

• 3+ years of hands-on experience developing ServiceNow dashboards, reporting solutions, and Performance Analytics capabilities
• Strong expertise with ServiceNow Performance Analytics, including Indicators, Indicator Sources, Breakdowns, Widgets, Interactive Filters, Scorecards, and Automated Data Collection Jobs
• Advanced SQL skills with experience performing backend data analysis, reporting validation, and operational reporting optimization
• Experience building executive-level dashboards and interactive visualizations for both operational and leadership audiences
• Working knowledge of ServiceNow modules including Incident, Request, Change, Demand, and related operational workflows
• Understanding of ServiceNow roles, access controls, workflows, and platform development lifecycle
• Strong analytical, troubleshooting, and problem-solving abilities with exceptional attention to detail
• Excellent communication and stakeholder management skills with the ability to operate independently in client-facing environments
• Experience working within Agile development methodologies using Jira
• Ability to manage multiple priorities in fast-paced, enterprise ServiceNow environments
• Experience with Tableau, Power BI, or other enterprise reporting and visualization platforms
• Understanding of ITSM and ITOM operational processes and KPI measurement strategies
• Experience supporting enterprise-scale ServiceNow reporting and analytics environments
• Familiarity with ServiceNow backend tables, data structures, and reporting optimization techniques
• Experience presenting dashboards, operational metrics, and executive reporting to leadership
• ServiceNow Certified System Administrator (CSA) certification
• ServiceNow Performance Analytics Micro-Certification or other ServiceNow certifications are a plus
• Product-minded approach with a strong customer service focus and collaborative mindset