Data Analyst ServiceNow Developer

Position Summary

SiloSmashers is seeking a Data Analyst support a federal customer on a large cybersecurity, engineering, and PMO program. This role combines ServiceNow platform support with operational data analysis to improve IT service delivery, data quality, reporting, and stakeholder decision-making. The successful candidate will work with solution architects, system administrators, developers, and business users to translate operational needs into actionable reports, dashboards, workflows, and support improvements.

Responsibilities

• Provide support for implementation, troubleshooting, and maintenance of IT systems including and integrating with ServiceNow on-premises.

• Analyze data from Incident, Problem, Change, Request, CMDB, and related IT service management processes to identify trends, recurring issues, service gaps, and improvement opportunities.

• Build and maintain reports, dashboards, performance analytics, and data extracts that support operational metrics, service level agreements, and leadership reporting.

• Support day-to-day ServiceNow/Data operations, including user support, triage, issue investigation, configuration validation, and coordination of defect resolution.

• Validate data quality, reconcile records across integrated systems, and document data definitions, business rules, and reporting logic.

• Partner with technical and business stakeholders to gather requirements and translate them into reports, dashboards, workflows, catalog items, or configuration enhancements.

• Support testing and deployment activities across development, test, and production environments; document results and coordinate release readiness.

• Assist with administration activities such as roles and groups, user access, catalog and knowledge content, notification configuration, and platform configuration within assigned access.

• Document standard operating procedures, technical configurations, data flows, and support knowledge articles; help train users and technical staff on effective use of ServiceNow.

• Contribute to continuous service improvement by recommending practical changes based on metrics, user feedback, root-cause findings, and platform capabilities.

• Work independently to design, plan, implement, and maintain complex ServiceNow Server 2013/2016 and SQL server environments, including implementation, configuration and support of web front end servers, index servers, and application and search servers.

• Support all components of the ServiceNow environment including form, administrative site collection administration activities such as site creation, user training, backup, restore, performance analysis, and issue resolution.