ServiceNow Performance Engineer

🔥 1 hour ago

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Astrica

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

💼 Consulting

🤝 B2B

🤖 Artificial Intelligence

💰 Seed on 2022-02

Consulting • B2B • Artificial Intelligence

Astrica is a ServiceNow-focused consulting firm and partner that helps organizations design, implement, and manage ServiceNow solutions with an explicit emphasis on applying AI to improve employee and customer experiences. Born in the “AI era,” Astrica offers ServiceNow strategy, implementation, managed innovation/managed services, and a Value Amplification Clinic to accelerate platform value across HR, Finance & Supply Chain, Customer Service Management and other enterprise functions. It targets enterprise sectors such as financial services, government, higher education, and healthcare, and positions itself as a team of industry veterans and ServiceNow experts to deliver AI-powered, industry-aligned ServiceNow architecture and ongoing managed services.

📋 Description

• 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.

🏖️ Benefits

• remote-first team • flexibility in work hours