ServiceNow Performance Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🔧 ServiceNow

👻 Ghost score 10%

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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 • Configure and maintain Performance Analytics indicators, indicator sources, breakdowns, widgets, interactive filters, automated data collection jobs, and dashboard visualizations • Develop KPI reporting for SLA compliance, incident resolution, backlog health, operational trends, throughput, and completion rates • Gather reporting requirements from Product Owners, business stakeholders, and operational teams • Translate business needs into technical reporting solutions • Use SQL for backend data analysis, reporting validation, trend analysis, and reporting optimization • Analyze ServiceNow Incident, Request, Change, Demand, and operational workflow data to identify trends, gaps, and improvement opportunities • Deliver operational dashboards and actionable analytics for executive reporting initiatives • Maintain dashboard governance, reporting standards, KPI definitions, and data quality • Collaborate with ServiceNow developers, Product Owners, and cross-functional teams on 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 • Provide responsive support for high-visibility initiatives and white-glove customer service • Participate in an on-call rotation and occasional weekend or holiday deployments as required

🎯 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 operational and leadership audiences • Working knowledge of ServiceNow 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; 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 • Preferred: experience with Tableau, Power BI, or other enterprise reporting and visualization platforms • Preferred: understanding of ITSM and ITOM operational processes and KPI measurement strategies • Preferred: experience supporting enterprise-scale ServiceNow reporting and analytics environments • Preferred: familiarity with ServiceNow backend tables, data structures, and reporting optimization techniques • Preferred: experience presenting dashboards, operational metrics, and executive reporting to leadership • Preferred: ServiceNow Certified System Administrator (CSA) certification • Preferred: ServiceNow Performance Analytics Micro-Certification or other ServiceNow certifications • U.S. citizenship and authorization to work in the United States without current or future visa sponsorship

🏖️ Benefits

• Remote-first work arrangement with flexibility to work from wherever most productive • Occasional on-site client visits • Flexible working hours • Opportunity to work on high-visibility enterprise ServiceNow initiatives • On-call rotation and occasional weekend or holiday deployments may be required • Diverse and inclusive workplace • Equal opportunity employment

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