ServiceNow Business Analyst – Performance Analytics

We are seeking a skilled Business Analyst with ServiceNow experience to join our team. This role will focus primarily on leveraging ServiceNow’s powerful dashboard building capabilities, reporting functions, and Performance Analytics features to drive data-informed decision-making across the organization. The ideal candidate will have a strong background in creating and maintaining ServiceNow dashboards, developing comprehensive reports, and implementing Performance Analytics solutions including indicators and widgets. They will work closely with internal and external stakeholders to understand business requirements and translate them into effective data visualization and reporting solutions that provide actionable insights.

Essential Duties and Responsibilities:

As a ServiceNow Business Analyst, you will:
• Design, develop, and maintain ServiceNow dashboards that deliver meaningful business insights
• Create and optimize Performance Analytics indicators and widgets to track key metrics
• Develop comprehensive reports using ServiceNow’s reporting capabilities
• Analyze and visualize data patterns and trends to identify opportunities for process improvement
• Work with stakeholders to understand reporting needs and translate them into technical solutions
• Leverage ServiceNow table structures to create efficient and effective data models
• Configure and maintain ServiceNow SLA definitions and reporting
• Develop and maintain Knowledge Management articles related to reporting solutions
• Use advanced Microsoft Excel features including pivot tables and charts for data analysis and presentation
• Assist with business cases
• Perform functional testing and data validation of ServiceNow dashboard visualizations prior to release to client
• Elicit, translate, simplify, analyze, manage, organize, and communicate requirements
• Develop presentations and project documents
• Collaborate with project leadership and client stakeholders to deliver the project on time, with high quality, and in alignment with the customer’s expectations
• Interact effectively and professionally with clients, stakeholders, partners, sub-contractors, and vendors

Required Qualifications:
• U.S. Citizenship is required.
• Eligible to obtain and maintain Government Security Clearance.
• Bachelor’s Degree or additional years of professional experience
• 5+ years of experience as a business or data analyst or working in a related field
• Excellent verbal and written communication skills (including presentation development) with customers and end-users, and team members
• Experience with ServiceNow Performance Analytics, including creating indicators and widgets
• Advanced Microsoft Excel skills, particularly with pivot tables and charting
• Excellent problem-solving and collaborative skills
• Strong leadership and team building skills

Preferred Qualifications:
• ServiceNow System Administrator (CSA) certification
• Experience with Continual Improvement initiatives
• Understanding of ITIL best practices
• ITIL Foundations training or certification Experience working in the Federal Government
• This position offers an excellent opportunity for a data-savvy Business Analyst to make a significant impact by transforming complex data into meaningful insights that drive organizational improvement and decision-making.