ServiceNow Data and Reporting Intern

CONSTRUCTION SPECIALTIES, INC.

Founded in 1948, Construction Specialties (CS) is a specialty building products manufacturer. CS provides solutions to building challenges that architects, designers, building owners, facility managers, and contractors face every day. Since inventing the first extruded louver, CS has become a global leader in all our product categories. Our products are a part of some of the most iconic buildings around the world–from the world’s tallest tower, Burj Khalifa in Dubai, to the Oculus at the World Trade Center Transit Hub in Manhattan. If you want to work in an inspiring atmosphere and collaborate with customers and colleagues to solve challenges, we’re the right place for you. CS: People. Buildings. Better.

Equal opportunity is not only the law but is the basis of how we ensure that our workplace fosters an environment of fairness, equality, and respect. It is the policy of Construction Specialties to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable federal, state or local law. In addition, Construction Specialties will provide reasonable accommodations for qualified individuals with disabilities unless the accommodation would impose an undue hardship on our operations.

Scopeof Position

The ServiceNow Data and Reporting Intern plays a critical role in supporting and maintaining Construction Specialties’ digital infrastructure. This position is responsible for troubleshooting and resolving a variety of technical issues related to computer systems, telecommunications networks, LANs, WANs, and desktop environments, both onsite and remotely.

As a key member of the IT support team, the intern will gain hands-on experience diagnosing technical problems, assisting end users, and ensuring the smooth operation of IT systems. This role provides an excellent opportunity to develop expertise in IT support, networking, and enterprise technology while contributing to the organization’s overall efficiency.

Servicenow Data & Reporting (primary Focus)
• Maintain and improve data quality in ServiceNow (e.g., category/subcategory accuracy, assignment group, CI selection, resolution codes, close notes).
• Build and maintain ServiceNow reports and dashboards for ITSM stakeholders (e.g., ticket volume trends, aging, backlog, SLA compliance, first contact resolution).
• Support weekly/monthly operational reporting by collecting, validating, and presenting metrics with clear insights and actionable summaries.
• Identify trends and recurring issues using ticket data; help propose process improvements (e.g., deflection opportunities, routing improvements, knowledge gaps).
• Assist in standardizing reporting definitions (e.g., what counts as “resolved,” “reopened,” “breached”) to ensure consistent measurement.
• Support basic ServiceNow configuration tasks related to reporting needs (e.g., list layouts, filters, views, report schedules), under supervision.

IT SUPPORT OPERATIONS (SUPPORT FUNCTION CORE)
• Provide support for internal customers using the ServiceNow ticketing system, ensuring accurate documentation and appropriate prioritization.
• Troubleshoot and resolve routine end-user issues (hardware/software, Windows workstation, Office tools) and escalate complex issues as needed.
• Serve as a liaison between end users and second-tier support teams by ensuring tickets contain complete technical details and appropriate categorization.
• Assist in documenting solutions and creating/updating Knowledge Base articles to improve self-service and reduce repeat incidents.
• Participate in ITSM initiatives such as ticket workflow adherence, SLA awareness, and continuous service improvement activities.

COLLABORATION & CONTINUOUS IMPROVEMENT
• Partner with IT teams to support improvement initiatives (e.g., service desk processes, knowledge management, request fulfillment efficiency).
• Assist in preparing content for operational reviews, including visuals and summaries (charts, pivots, trend callouts).
• Perform other related duties as assigned by IT Management.

Primary Location

US-NJ-Lebanon

Job Type

IT

KNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION: (Minimum Education and/or Experience required)

Education
• Rising junior or senior pursuing a Bachelor’s degree in Information Technology, Information Systems, Data Analytics, or a related field.

Core Skills (Must Have)
• Strong analytical thinking and attention to detail—able to spot data gaps/inconsistencies and correct them.
• Strong written and verbal communication—able to summarize findings clearly and write effective documentation.
• Experience with Microsoft Excel (filters, pivot tables, charts); comfortable organizing and validating data.
• Familiarity with IT support concepts (incident/request lifecycle, prioritization, escalation).

Technical Skills (Preferred)
• Experience with ServiceNow (reporting, dashboards, list filters) preferred; strong willingness to learn required.
• Understanding of basic ITSM concepts (Incident, Request, Problem, Change, SLA) preferred.
• Exposure to any of the following is a plus:
• Power BI or similar visualization tools
• SQL basics or data querying concepts
• Windows 10/11 and Microsoft 365 fundamentals
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
• Interns are responsible for their own housing and transportation.