IT Operations Management (ITOM)

Key Responsibilities:

• Design, develop, and implement Platform Performance Analytics solutions in ServiceNow.
• Configure data sources, indicators, breakdowns, and widgets in the PA module.
• Develop interactive dashboards, scorecards, and reports aligned to stakeholder needs.
• Optimize data collection jobs and ensure the accuracy and timeliness of analytics data.
• Work with process owners and business analysts to translate business goals into measurable KPIs.
• Maintain data governance standards and enforce best practices in analytics modelling.
• Support ongoing enhancement, troubleshooting, and optimization of existing PA solutions.
• Participate in sprint planning, code reviews, and agile ceremonies as part of a development team.
• Collaborate with integration teams for cross-platform data modelling (e.g., CMDB, Incident, Change).
• Provide mentorship to junior developers as needed.

Required Skills & Experience:

• 5+ years in ServiceNow development, with 2+ years in Performance Analytics.
• Strong knowledge of ServiceNow PA components: indicators, time series, breakdowns, etc.
• Hands-on experience with JavaScript, Glide APIs, and ServiceNow REST APIs.
• Expertise in ServiceNow modules: ITSM, CMDB, and Incident/Change Management.
• Familiarity with data visualization and storytelling best practices.
• Certified Implementation Specialist – Performance Analytics preferred.

Desirable:

• ITIL v4 Foundation certification.
• Experience with ServiceNow Reporting, CMDB Health, or ITOM integrations.
• Background in data modelling, ETL, or BI platforms a plus.