ServiceNow Performance Engineer

Job Description

What You'll Do

• Design, develop, and maintain ServiceNow 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 ServiceNow 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.
• 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.

What You Bring

• 3+ years of hands-on experience developing ServiceNow dashboards, reporting solutions, and Performance Analytics capabilities.
• Strong expertise with ServiceNow 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 ServiceNow modules including Incident, Request, Change, Demand, and related operational workflows.
• Understanding of ServiceNow 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 independently in client-facing environments.
• Experience working within Agile development methodologies using Jira.
• Ability to manage multiple priorities in fast-paced, enterprise ServiceNow environments.

Preferred Qualifications

• Experience with Tableau, Power BI, or other enterprise reporting and visualization platforms.
• Understanding of ITSM and ITOM operational processes and KPI measurement strategies.
• Experience supporting enterprise-scale ServiceNow reporting and analytics environments.
• Familiarity with ServiceNow backend tables, data structures, and reporting optimization techniques.
• Experience presenting dashboards, operational metrics, and executive reporting to leadership.
• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Performance Analytics Micro-Certification or other ServiceNow certifications are a plus.
• Product-minded approach with a strong customer service focus and collaborative mindset.