ServiceNow Programmer/Analyst 2

Huntington National Bank · Tupelo, MS · 3 wk ago

EngineeringFull-time

This position is an onsite role available at any Huntington Corporate office location, including Birmingham, AL; Tupelo, MS; Atlanta, GA; Houston, TX; and Dallas, TX.

About the role

This role requires strong analytical skills, a deep understanding of ServiceNow, and the ability to translate complex data into actionable insights for decision-making. A foundational understanding of ITIL principles and the underlying metrics associated with Incident, Problem, Change, and Release Management is required.

Responsibilities

Capture reporting and metrics requirements while working with key stakeholders across multiple functional and matrix teams.
Collaborate with stakeholders to understand reporting requirements and translate them into actionable reports and metrics.
Design and implement custom reports, dashboards, and metrics using ServiceNow reporting tools and other relevant technologies.
Support ITSM processes by building, updating, and interpreting ServiceNow reports for Incident, Problem, and Change Management.
Support daily Production Operations calls (and reporting) with a preview of regional infrastructure and application availability status.
Create executive-level presentations to support monthly and quarterly reviews of key leading and lagging measurements, backed by dashboards and ServiceNow reports.
Analyze data trends and patterns to identify opportunities for process improvement and optimization.
Build and automate daily, weekly, monthly, and quarterly reports to track key performance indicators (KPIs) and metrics.
Ensure data accuracy, integrity, and consistency across all reporting platforms and systems.
Provide expertise and guidance on best practices for reporting and data visualization within ServiceNow.
Train and support users in generating and interpreting reports from ServiceNow.
Stay up to date with the latest ServiceNow features, enhancements, and reporting capabilities.
Collaborate with cross-functional teams to drive data-driven decision-making processes.
Understand underlying metrics associated with Financial Service Operations, IT Operations Management (CMDB), IT Asset Management (Hardware and Software), Security Operations (Vulnerability Response), Application Portfolio Management, Strategic Portfolio Management, HR Service Delivery, Workplace Service Delivery, Integrated Risk Management, Business Continuity Management, and Platform Services.

Requirements

Bachelor's Degree or 4+ additional years of equivalent experience.
1+ year of related experience in ServiceNow, including extensive knowledge of reporting functionalities and capabilities.

Qualifications

1+ years of professional experience with ServiceNow Modules such as Performance Analytics, PAE, Incident Mgmt, Problem Mgmt, Knowledge Mgmt, Release Mgmt, Instance Mgmt, HealthScan Data, and Automated Testing Framework (ATF).
1+ years of experience building complex reports, dashboards, and metrics using ServiceNow Performance Analytics or native ServiceNow reporting (PAE).
Proven experience working with ServiceNow, including extensive knowledge of reporting functionalities and capabilities.
Excellent analytical skills with the ability to interpret data and present insights in a clear and concise manner.
Demonstrated experience in developing and implementing reporting solutions to support business objectives.
Excellent communication skills with all levels of IT and line of business organizations, as well as strong interpersonal skills.
Ability to work independently and collaboratively in a fast-paced environment with tight deadlines.
Experience working as a Business Systems Analyst (BSA), Quality Assurance (QA) Tester, ServiceNow Developer, or using Microsoft Excel/PowerPoint is a plus.

Schedule