Senior Data Analyst – ServiceNow Performance Analytics & ITSM Metrics

Custom Software Systems Inc.; Washington (District of Columbia); Remote; USD 135,000 - 155,000; 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 reimburse-

Training/Education

Job summary

Custom Software Systems, Inc. (CSS) is seeking a hands-on Senior Data Analyst focusing on ServiceNow Performance Analytics and ITSM metrics to support VA OIT analytics and leadership decisions.

You will turn data from ServiceNow, Jira, VA PARS, and other VA systems into dashboards used to manage IT product and service performance. Remote role with occasional one-day trips to Washington, DC, requiring core hours to overlap Eastern Time.

Qualifications

• 12+ years in IT or data analysis.
• Hands-on ServiceNow reporting and Performance Analytics.
• SQL/T-SQL; Power BI or Tableau.
• Applied statistics for trend and root-cause analysis.
• Clear writing for non-technical audiences.
• Tools: ServiceNow, Power BI, Tableau, SQL Server, Jira; VA platforms including NCVAS/Foundry, Databricks and Esri ArcGIS.

Responsibilities

• Produce routine product data analyses (the team delivers 25 a month) and ad hoc analyses for VA leadership.
• Query authoritative VA sources, including ServiceNow, Jira, VA PARS, the VA Systems Inventory, SharePoint and Salesforce, and flag or fix the data issues you find.
• Perform diagnostic, trend and predictive analyses that explain what changed, why, and what to expect next.
• Analyze ITSM processes for capability, compliance and service-level performance, and recommend improvements.
• Support analytics projects that answer leadership’s key questions, using VA-approved platforms.
• Build and maintain ServiceNow Performance Analytics and Power BI dashboards to enterprise standards, refresh schedules and Section 508 accessibility.
• Write and tune SQL/T-SQL queries; document metric definitions and methods.
• Peer-review colleagues’ analyses and keep Jira work items current daily.

Skills

ServiceNow reporting

Performance Analytics

SQL/T-SQL

Power BI

Tableau

Jira

Data analysis

Education

Bachelor’s degree

Tools

ServiceNow

Power BI

Tableau

SQL Server

Jira

VA platforms

Databricks

Esri ArcGIS

Job description

Custom Software Systems, Inc. (CSS) seeks a hands‑on Senior Data Analyst – ServiceNow Performance Analytics & ITSM Metrics to support analytics and metrics work for VA’s Office of Information and Technology (OIT), Office of the Chief Data and Analytics Officer. You’ll turn data from ServiceNow, Jira, VA PARS, and other VA systems into analyses and dashboards that OIT leaders use to manage IT products and service performance. You’ll work in a small team led by the VA PARS & ServiceNow Performance Analytics Lead, and your work is peer‑reviewed before it reaches VA. Remote, with occasional one‑day trips to Washington, DC. Core hours overlap Eastern Time.

Responsibilities

• Produce routine product data analyses (the team delivers 25 a month) and ad hoc analyses for VA leadership.
• Query authoritative VA sources, including ServiceNow, Jira, VA PARS, the VA Systems Inventory, SharePoint and Salesforce, and flag or fix the data issues you find.
• Perform diagnostic, trend and predictive analyses that explain what changed, why, and what to expect next.
• Analyze ITSM processes for capability, compliance and service‑level performance, and recommend improvements.
• Support analytics projects that answer leadership’s key questions, using VA‑approved platforms.
• Build and maintain ServiceNow Performance Analytics and Power BI dashboards to enterprise standards, refresh schedules and Section 508 accessibility.
• Write and tune SQL/T‑SQL queries; document metric definitions and methods.
• Peer‑review colleagues’ analyses and keep Jira work items current daily.

Citizenship

US Citizenship

Required Qualifications

• 12+ years in IT or data analysis.
• Hands‑on ServiceNow reporting and Performance Analytics.
• SQL/T‑SQL; Power BI or a comparable BI tool.
• Applied statistics for trend and root‑cause analysis.
• Clear writing for non‑technical audiences.
• Tools: ServiceNow (reporting and Performance Analytics), Power BI, Tableau, SQL Server, Jira; VA platforms including NCVAS/Foundry, Databricks and Esri ArcGIS.

Education

• Bachelor’s degree (no substitution.

Preferred Qualifications

• VA PARS experience; VA OIT or other federal IT experience.
• ITIL 4 Foundation; ServiceNow certification.
• Tableau or Esri ArcGIS; Python or R.
• Section 508‑compliant dashboard design.

Compensation & Benefits[1][2]

Wage Range: $135K–$155K

• General Benefits: Custom Software Systems, Inc. offers our employees a competitive benefits package that may include:

• Health insurance plans
• Health Savings Account (HSA)
• Dental
• Vision
• Long‑term disability
• Short‑term disability
• Basic term life insurance
• Supplemental term life insurance for employees, spouses, and dependents
• Simple IRA
• Parking/Commuting expense reimbursement
• Training/Education

[1] Compensation range must be coordinated with and approved by the CSS Chief Operating Officer (COO).

[2] Compensation & Benefits information is required for all Maryland Employers effective October 1, 2024.