ServiceNow Reporting & Performance Analytics SME Security Clearance

Position: ServiceNow Reporting & Performance Analytics SME with Security Clearance
ABOUT PRISM PRISM is devoted to modernization and innovation across technology, security, and IT enterprise solutions. We are recognized for meeting performance requirements and exceeding customer expectations since 1994. Our culture is founded on relationships, opportunity, and success. Offering comprehensive benefit plans including medical, dental, vision, and 401K along with our people - first approach sustains our reputation as a premier employer.

PRISM is seeking a highly skilled Service Now Reporting Subject Matter Expert (SME) with a deep technical background in Performance Analytics and ITSM process optimization. In this role, you will have hands-on experience leading full-system migrations (specifically from Remedy to Service Now) and a proven ability to translate complex data into actionable insights for executives.

KEY RESPONSIBILITIES:

Design and implement end-to-end Performance Analytics solutions. This includes configuring custom indicator sources, automated data collectors, and breakdowns to monitor ITSM SLAs and team performance. Configure and maintain Service Now Performance Analytics dashboards and reports to deliver KPIs, SLA metrics, and operational insights. Extract and analyze ITSM data from Service Now to support leadership decision-making and improve service delivery performance. Synthesize high-volume data into intuitive, executive-level dashboards and trend graphs, providing real-time visibility into organizational health.

Act as the bridge between process owners and developers, translating high-level business requirements into functional technical requirements. Collaborate with stakeholders to gather requirements and translate business needs into Service Now dashboard solutions. Develop and maintain manual and Automated Test Framework (ATF) scripts and User Stories to ensure all developments meet rigorous standards. Automate reporting workflows within Service Now to enhance efficiency and accuracy.

Provide technical support and troubleshooting for Service Now analytics components and related integrations. Integrate Service Now data with external BI tools or enterprise reporting platforms when required. Manage ITAM requests (bulk uploads, CI type management), foundation data (Company/Org/Access Management), and template creation for Work Orders and Change Requests. Author and maintain technical SOPs and user guides for Incident, Change, and Service Level Management.

REQUIRED QUALIFICATIONS:

(SKILLS/EDUCATION):
* Compliant IAT II (CompTIA Security +CE or similar)
* Advanced knowledge of Performance Analytics, Content Pack plugins, and workflow configuration (Indicators, Widgets, Jobs).
* Deep understanding of Incident, Change, Asset, and Request Management within the Service Now ecosystem.
* Proven track record of migrating legacy systems (Remedy/AMPS) to Service Now.
* Proficiency in LDAP commands, Active Directory troubleshooting, and managing complex data uploads
* Experience with Agile 2.0 and Service Now Automated Test Framework (ATF) REQUIRED SECURITY CLEARANCE:
Active DoD Secret Clearance PRISM is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.