Remote VA PARS & ServiceNow Analytics Lead

Custom Software Systems Inc.; Washington (District of Columbia); Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health insurance plans

Health Savings Account (HSA)

Dental

Vision

Long-term disability

Short-term disability

Basic term life insurance

Simple IRA

Parking/Commuting expense reimbursemen

Job summary

Custom Software Systems, Inc. is seeking a hands-on VA PARS & ServiceNow PA Lead to provide analytics and metrics support to VA OIT.

You will run VA PARS reporting on cost, schedule, and risk, and lead a small team delivering ServiceNow Performance Analytics and ITSM analytics for VA leadership. The role is remote with occasional one-day trips to Washington, DC, requiring US Citizenship and strong government stakeholder communication.

Qualifications

• 12+ years in IT.
• Experience managing application operations and a tiered help desk to service-level targets.
• Hands-on ServiceNow Performance Analytics (indicators, breakdowns, data collection jobs, dashboards).
• Experience with ITIL/ITSM processes and metrics; SQL/T-SQL; Agile delivery with Jira or ServiceNow.
• Experience leading or mentoring analysts.
• Clear written and verbal communication with senior government stakeholders.

Responsibilities

• Lead VA PARS operations and maintenance with the VA Product Owner and Agile scrum team; oversee enhancements, defects, releases.
• Run the VA PARS help desk (60–100 tickets a month) and coordinate escalations.
• Route tickets within 2 business hours; conduct triage meetings and maintain dashboards.
• Deliver diagnostic or predictive analytics and ITSM improvement analyses monthly; oversee routine data analyses with peer review.
• Lead ServiceNow Performance Analytics work: consolidate indicators, optimize data collection jobs, and deliver in-platform products.

Skills

ITIL/ITSM processes

SQL/T-SQL

Agile delivery (Jira/ServiceNow)

ServiceNow Performance Analytics

Leadership/mentoring

Education

Bachelor’s degree

Tools

ServiceNow

Power BI

Jira

SQL Server

OpenShift/Kubernetes

Job description

Custom Software Systems, Inc. is seeking a hands-on VA PARS & ServiceNow PA Lead to provide analytics and metrics support to VA OIT.

You will run VA PARS reporting on cost, schedule, and risk, and lead a small team delivering ServiceNow Performance Analytics and ITSM analytics for VA leadership. The role is remote with occasional one-day trips to Washington, DC, requiring US Citizenship and strong government stakeholder communication.