Data Analyst ServiceNow Developer

Position Summary

Silo Smashers is seeking a Data Analystsupport a federal customer on a large cybersecurity, engineering, and PMO program. This role combines Service Now platform support with operational data analysis to improve IT service delivery, data quality, reporting, and stakeholder decision-making. The successful candidate will work with solution architects, system administrators, developers, and business users to translate operational needs into actionable reports, dashboards, workflows, and support improvements.

• Provide support for implementation, troubleshooting, and maintenance of IT systems including and integrating with Service Now on-premises.
• Analyze data from Incident, Problem, Change, Request, CMDB, and related IT service management processes to identify trends, recurring issues, service gaps, and improvement opportunities.
• Build and maintain reports, dashboards, performance analytics, and data extracts that support operational metrics, service level agreements, and leadership reporting.
• Support day-to-day Service Now/Data operations, including user support, triage, issue investigation, configuration validation, and coordination of defect resolution.
• Validate data quality, reconcile records across integrated systems, and document data definitions, business rules, and reporting logic.
• Partner with technical and business stakeholders to gather requirements and translate them into reports, dashboards, workflows, catalog items, or configuration enhancements.
• Support testing and deployment activities across development, test, and production environments; document results and coordinate release readiness.
• Assist with administration activities such as roles and groups, user access, catalog and knowledge content, notification configuration, and platform configuration within assigned access.
• Document standard operating procedures, technical configurations, data flows, and support knowledge articles; help train users and technical staff on effective use of Service Now.
• Contribute to continuous service improvement by recommending practical changes based on metrics, user feedback, root-cause findings, and platform capabilities.
• Work independently to design, plan, implement, and maintain complex Service Now Server 2013/2016 and SQL server environments, including implementation, configuration and support of web front end servers, index servers, and application and search servers.
• Support all components of the Service Now environment including form, administrative site collection administration activities such as site creation, user training, backup, restore, performance analysis, and issue resolution.
• Assists in the design, architecture, availability, reliability, and security of future Service Now environments and work with customers to document administrative tasks and verify service level agreement requirements are being met.
• Work closely with staff to provide advice and support to properly implement engineering efforts into test/dev and production environments.
• Work with other technical staff to help train them in proper Service Now Administration and troubleshooting techniques, as well as outline standard processes and procedures for administration and engineering.
• Support the development of configuration documentation relating to the server and Service Now configuration environments, as well as integrations to other systems.

• Must be a U.S. Citizen.
• Ability to obtain and maintain a Public Trust clearance.
• Bachelor'sdegree
  • 8 years experience using SharePoint 2013 or newer versions and SharePoint Designer, HTML, and Java script.
  • 8+ years of experience with relational database (i.e. SQL Server).
  • 2+ years of experience using Nintex Workflows.
  • 8+ years of…