Profit by RPO · 2 days ago

ServiceNow Business Analyst

United States

Contract

Remote

Mid Level

$30/hr - $38/hr

4+ years exp

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Responsibilities

Serve as reporting and analytics SME in support of a Federal contract utilizing ServiceNow. Advanced knowledge of processes, analysis, and development within Incident, Request, Change, Asset, Knowledge, CMDB, Self-Service Portal, Service Desk, and Service Level Management.

Analyze data by reviewing trends and patterns. Convey findings, with recommendations, to all levels of management using summary reports, executive dashboards, PowerPoint presentations, and verbal communication.

Capture and document requirements from process area leads, providing recommendations on additional data points to guide processes to the next level.

Develop interactive and complex data visualization dashboards consisting of reports, charts, graphs, interactive filters, text descriptions, and maps to drive process improvement.

Develop and maintain an executive dashboard for the GSA IT business line designed for informed decision making.

Work closely with developers, system architects, and managers to maintain consistent and quality data, providing feedback for ongoing roadmaps for success.

Engage during development of new modules and integrations to verify the environment is designed with the ability to leverage necessary data.

Participate in discussions surrounding service level management and key performance indicators (KPI’s) to ensure metrics align with agency goals.

Understand and follow policies surrounding system changes and requests, participating in change and review boards.

Utilize reporting and analysis tools such as ArcGIS, Tableau, Business intelligence, Excel, and Google Sheets.

Qualification

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Service Now Performance AnalyticsReporting ConceptsIndicatorBreakdown SourcesData CollectionSpotlightText AnalyticsWidget DevelopmentInteractive FiltersTargetsThresholdsScheduled ReportingMultiple Data SourcesDatabase ViewsPA ScriptsScript IncludesArcGISTableauBusiness IntelligenceExcelGoogle SheetsSQL

Required

Extensive knowledge of Service Now Performance Analytics and reporting concepts

Strong proficiency with Indicator and breakdown sources, indicators, breakdowns, data collection, spotlight, text analytics, widget development, interactive filters, text analytics, targets and thresholds, scheduled reporting, reporting using multiple data sources, database views, PA scripts, script includes

Familiarity with reporting and analysis tools such as ArcGIS, Tableau, and Business intelligence

Expertise in manipulating data in Excel and Google Sheets