ServiceNow Performance Engineer

Job Description:

Service Now Performance Analytics Developer / Reporting Engineer

Astricais seeking an experienced

Service

Now Performance Analytics Developer / Reporting Engineer to support enterprise reporting, dashboard development, KPI tracking, and operational analytics initiatives within a high-visibility Service Now environment.

In this role, you will collaborate closely with Product Owners, business stakeholders, operational teams, and leadership to transform business requirements into meaningful dashboards, reports, scorecards, and actionable insights that improve operational visibility and support data-driven decision making.

The ideal candidate is analytical, technically proficient, customer-focused, and capable of working independently while delivering exceptional stakeholder engagement and white-glove customer support. This position requires deepexpertisein

Service

Now Performance Analytics, strong SQL skills, and experience developing enterprise reporting solutions. Participation in an on-call rotation and occasional weekend or holiday deployments may be required.

• Design, develop, and maintain Service Now 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 Service Now 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 Service Now 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.

• 3+ years of hands-on experience developing Service Now dashboards, reporting solutions, and Performance Analytics capabilities.

• Strong expertise with Service Now 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 Service Now modules including Incident, Request, Change, Demand, and related operational workflows.

• Understanding of Service Now 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…