Specialized Software Developer Senior

About the role

We are seeking an experienced ServiceNow ITSM Reporting & Analytics Consultant to design, build, and operationalize enterprise reporting, dashboards, scorecards, KPI governance, and analytics within ServiceNow. This role is focused specifically on ServiceNow-based reporting and analytics, not general BI development. The consultant will also provide knowledge transfer, documentation, and mentoring to support long-term internal capability.

Responsibilities

• Assess existing ServiceNow reporting, analytics, dashboards, metrics, and data quality
• Develop and implement ServiceNow reports, dashboards, Platform Analytics, and Performance Analytics
• Create indicators, breakdowns, scorecards, targets, KPIs, trends, and drilldowns
• Establish KPI definitions, calculations, ownership, and reporting governance
• Validate reporting logic, data sources, and metric accuracy
• Develop executive and operational ITSM dashboards
• Provide mentoring, documentation, runbooks, and knowledge transfer

Required Qualifications

• 5+ years of hands-on ServiceNow reporting and analytics experience
• 5+ years supporting ITSM reporting and analytics
• Experience with: ServiceNow Reporting, Platform Analytics, Performance Analytics, Dashboard development, Indicators, scorecards, breakdowns, and KPIs, Data validation and reporting accuracy
• Experience with at least two enterprise ServiceNow analytics implementations
• Strong understanding of ITSM practices, including Incident, Major Incident, Problem, Change, Knowledge, and Request Management
• Experience with KPI frameworks, metric definitions, and reporting governance
• Strong consulting, stakeholder engagement, requirements gathering, and knowledge-transfer skills
• Active ServiceNow Certified Implementation Specialist - Platform Analytics certification or current equivalent certification is required

Preferred Qualifications

• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist - ITSM
• ServiceNow Performance Analytics certification or micro-certification
• Power BI or Tableau experience
• SQL-based reporting and analytics experience