Senior ServiceNow Analytics & Dashboards Specialist

Infinite Computer Solutions; Campus (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

Infinite Computer Solutions seeks an experienced ServiceNow Admin/Developer to support Imaging Application operations through dashboards, reports, and operational analytics. Design live and static dashboards, provide actionable insights, and support ITIL-based service operations with strong incident and SLA analytics.

The role requires close collaboration with application support teams, service managers, and leadership to deliver accurate data, trends, and performance insights while ensuring

Qualifications

• Experience as ServiceNow Administrator in enterprise environments.
• Strong ability to design and implement dashboards and reports in ServiceNow.
• Proficient in ITIL-based service operations, reporting, and governance.
• Hands-on experience with incident, change, problem, and SLA analytics.
• Familiarity with Power BI, SQL, and data visualization tools.

Responsibilities

• Design, develop, and maintain ServiceNow dashboards and reports for support operations.
• Create live and static dashboards to monitor operational KPIs, service trends, and support performance.
• Build and maintain dashboards for Incident, Problem, Change, Request, Knowledge, SLA, and Major Incident Management.
• Monitor and report on P1–P4 incidents, including volume, aging, escalations, and SLA adherence.
• Develop operational and executive dashboards for governance meetings and leadership reporting.
• Perform advanced querying and data analysis within ServiceNow to generate insights.
• Track metrics such as backlog, MTTR, SLA compliance, aging, and assignment group performance.
• Collaborate with support, service desk, and leadership to gather requirements and deliver insights.
• Validate data quality, reporting logic, filters, priorities, and SLA calculations.
• Automate recurring reports and document dashboard configurations and procedures.

Skills

ServiceNow Administration

ServiceNow Reporting

Incident Management

SLA Analytics

ITIL Knowledge

Dashboard Development

Data Analysis

Stakeholder Management

Power BI

SQL

Excel Reporting

Education

BE

Tools

ServiceNow

Power BI

SQL

Excel

Job description

Infinite Computer Solutions seeks an experienced ServiceNow Admin/Developer to support Imaging Application operations through dashboards, reports, and operational analytics. Design live and static dashboards, provide actionable insights, and support ITIL-based service operations with strong incident and SLA analytics.

The role requires close collaboration with application support teams, service managers, and leadership to deliver accurate data, trends, and performance insights while ensuring