ServiceNow Platform Admin; Analytics

Service Now Platform Admin (Performance Analytics)

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We are looking for a highly skilled Service Now Platform Administrator with expertise in Performance Analytics (PA) and reporting, and agile methodology experience, to support our DoD customer in implementing an enterprise IT service delivery model that provides consistent, secure, high‑quality, and cost‑effective services to enable mission success and improve end‑user experience across the customer environment.

On this program, we deliver capabilities and services to implement and operate an Enterprise IT Service Management (EITSM) solution, enterprise service desk, and advanced analytics/reporting.

The ideal candidate will be dual‑hatted and capable of managing both the Service Now platform and developing/maintaining robust Performance Analytics dashboards, reports, and data integrations. They will be passionate about leveraging data to drive informed decision‑making and continuous improvement within the IT service delivery environment.

• As a platform administrator, you are responsible for all aspects of the platform which includes monitoring health, usage, operations, and performance, with a specific focus on Performance Analytics data integrity, processing efficiency, and overall system performance related to analytics.
• Maintain a sound understanding of enterprise and platform‑level architecture as it relates to managing the Service Now instances, including the data model, integration points, and dependencies that impact Performance Analytics.
• Manage the patch and upgrade cycle of the platform, coordinating with various teams to ensure minimal impact, paying close attention to any changes affecting PA functionalities, data collectors, or reporting interfaces.
• Oversee the development pipeline and assist with update set promotions such that there is a consistent and reliable process for moving work into production, ensuring that PA configurations and customizations are properly migrated and tested.
• Assist with production troubleshooting and providing logs, data, artifacts in support of the environment, including investigating PA data errors, identifying performance bottlenecks, and resolving reporting issues.
• Operate existing applications and features in the platform and provide production support for those areas, with a primary focus on Performance Analytics modules and related integrations.
• Assist with clone down of production over lower instances as appropriate, working with teams to identify preservation and exclusion rules to maximize clone benefits with minimal disruption to teams.
• Keep up to date with industry trends and developments, particularly in the areas of Performance Analytics, data visualization, and reporting best practices within the Service Now ecosystem.
• Perform architecture design and reviews as required, ensuring initiatives are aligned with future state. Specifically relating to the design of the PA data model, reporting requirements, and overall architecture.
• Identify risks, opportunities, compliance issues, or other architectural concerns with the platform, with a strong focus on data security, privacy, and compliance regulations related to sensitive information used in Performance Analytics.
• Active participation in Agile sprint planning, artifact creation, sprint testing, regression testing, demonstrations, and retrospectives and solution releases as requested.
• Develop and maintain Service Now Performance Analytics dashboards, reports, and visualizations to track key performance indicators (KPIs) and provide actionable insights to stakeholders.
• Configure and maintain PA data collectors, indicators, breakdowns, and other PA components.
• Integrate data from various sources into Service Now for comprehensive reporting.
• Work with stakeholders to understand their reporting needs and translate them into effective PA solutions.
• Implement data governance policies and procedures to ensure data quality and accuracy.
• Provide training and support to users on how to use Performance Analytics dashboards and reports.
• Work with…