Senior Software Engineer

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

Summary

We are seeking an experienced ServiceNow Admin to support Imaging Application operations through the development and management of ServiceNow dashboards, reports, and operational analytics. The candidate will be responsible for creating live and static dashboards, generating actionable insights, and supporting ITIL-based service operations. This role requires strong expertise in ServiceNow reporting, incident and SLA analytics, priority-based support metrics, and operational governance reporting. The ideal candidate will work closely with application support teams, service managers, and leadership stakeholders to provide accurate data, trends, and performance insights.

Job Description

Role Title: ServiceNow Admin/ServiceNow Developer

We are seeking an experienced ServiceNow Admin to support Imaging Application operations through the development and management of ServiceNow dashboards, reports, and operational analytics. The candidate will be responsible for creating live and static dashboards, generating actionable insights, and supporting ITIL-based service operations. This role requires strong expertise in ServiceNow reporting, incident and SLA analytics, priority-based support metrics, and operational governance reporting. The ideal candidate will work closely with application support teams, service managers, and leadership stakeholders to provide accurate data, trends, and performance insights.

Key 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 ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementService Level ManagementMajor Incident Management.
• Monitor and report on P1, P2, P3, and P4 incidents, including volume, aging, escalations, SLA adherence, and resolution trends.
• Develop operational and executive dashboards for support reviews, governance meetings, and leadership reporting.
• Perform advanced querying and data analysis within ServiceNow to generate accurate operational insights.
• Track key service metrics such as backlog, MTTR, SLA compliance, ticket aging, assignment group performance, change success rates, and support trends.
• Analyze support data to identify recurring issues, operational risks, bottlenecks, and opportunities for service improvement.
• Collaborate with application support, service desk, and leadership teams to gather reporting requirements and deliver actionable insights.
• Validate data quality, reporting logic, filters, assignment groups, priorities, and SLA calculations to ensure reporting accuracy.
• Automate recurring reports and improve dashboard efficiency where possible.
• Document dashboard configurations, data sources, reporting logic, and operational procedures.
• Support ad-hoc reporting requests and service performance analysis activities.

Experience & SkillsMust-

Have Skills6+ years of overall IT experience. Strong hands-on experience as a ServiceNow Administrator. Experience building ServiceNow dashboards, reports, scorecards, and operational analytics solutions. Strong understanding of ITIL Service Operations and ITSM processes. Expertise in: Incident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementSLA ManagementMajor Incident ManagementStrong understanding of incident prioritization models (P1, P2, P3, and P4). Experience developing dashboards and reports for support operations and managed services environments. Ability to create advanced ServiceNow queries and perform deep data analysis. Experience monitoring and reporting on SLAs, MTTR, backlog, aging, service performance, and operational KPIs. Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations. Excellent communication and stakeholder management skills. Good-to-Have SkillsServiceNow Performance Analytics experience. Experience with Power BI, SQL, Excel reporting, or other data visualization tools. Experience in Healthcare IT / Clinical Imaging environments. Experience supporting Application Maintenance (AM), Production Support, NOC, or Managed Services teams. Experience in creating executive-level dashboards and service review reports. Desired CertificationsServiceNow Certified System Administrator (CSA). ITIL Foundation Certification. ServiceNow Certified Application Developer (CAD) preferred. ServiceNow Performance Analytics Certification preferred. ServiceNow ITSM Implementation Certification preferred. Microsoft Power BI or Data Analytics certification is a plus.

Qualifications

BE

Range Of Year Experience-Min Year

6

Range Of Year Experience-Max Year

8