Note: The job is a remote job and is open to candidates in USA. LanceSoft, Inc. is seeking a ServiceNow Performance Analytics Developer / Reporting Engineer. The role involves designing and maintaining dashboards and reporting solutions in ServiceNow, collaborating with stakeholders to gather requirements, and supporting data-driven decision-making initiatives.
Responsibilities
- Design, develop, and maintain ServiceNow dashboards, reporting solutions, and Performance Analytics capabilities across enterprise platform initiatives
- Create interactive dashboards, reports, scorecards, and Performance Analytics indicators to measure and track KPIs such as SLA compliance, resolution time, operational trends, backlog health, throughput, and % complete metrics
- Configure and maintain Performance Analytics indicators, breakdowns, widgets, interactive filters, automated data collectors, and dashboard visualizations
- Partner directly with stakeholders to gather requirements, translate business needs into technical reporting solutions, and provide white glove customer support throughout delivery
- Utilize SQL for backend data analysis, data validation, trend analysis, reporting optimization, and operational insight generation
- Analyze ServiceNow platform data related to Incidents, Requests, Changes, Demands, and operational workflows to identify trends, gaps, and improvement opportunities
- Support operational reporting, executive visibility efforts, and data-driven decision-making initiatives
- Assist with dashboard governance, reporting standardization, and data quality validation across reporting solutions
- Collaborate with Product Owners, developers, and operational stakeholders to support reporting enhancements and analytics strategy alignment
- Develop and maintain reporting documentation, KPI definitions, job aids, and operational guidance materials
- Participate in Agile ceremonies and Jira work management activities as needed
- Support high-visibility initiatives requiring strong communication, responsiveness, and operational follow-through
Skills
- Hands-on experience developing dashboards, reporting solutions, and Performance Analytics capabilities within ServiceNow
- Strong knowledge of ServiceNow Performance Analytics including indicators, indicator sources, breakdowns, widgets, interactive filters, and automated data collection jobs
- Strong SQL skills with experience performing backend data analysis and reporting validation
- Experience building interactive dashboards and concise visualizations for operational and leadership audiences
- Familiarity with ServiceNow modules including Incidents, Requests, Changes, Demands, and related operational workflows
- Basic understanding of ServiceNow access controls, permissions, roles, workflows, and development lifecycle processes
- Strong analytical, troubleshooting, and problem-solving skills
- Strong communication and stakeholder engagement skills with ability to operate independently
- Experience working in Agile environments with hands-on Jira usage
- Ability to manage multiple priorities within fast-paced, high-visibility environments
- Experience with Tableau or other enterprise reporting/visualization platforms
- Understanding of ITSM and ITOM operational processes and KPI measurement strategies
- Experience supporting enterprise-scale ServiceNow reporting environments
- Familiarity with ServiceNow backend tables, data structures, and reporting optimization techniques
- Experience presenting analytics and operational metrics to leadership and stakeholders
- Strong attention to detail and commitment to delivering high-quality reporting solutions
- Product-minded and customer-focused approach with strong collaboration skills
Company Overview