ServiceNow Data Analyst — UX Insights & Metrics

General Dynamics - IT; Corridor North (MD); On-site; USD 110,000 - 140,000; Full time

Job summary

General Dynamics - IT in Annapolis Junction, MD is seeking a Snow Data Analyst to leverage ServiceNow to examine support tickets and user feedback, driving UX improvements through data insights. The role requires 8+ years in IT support or data analysis, a BA/BS, TS/SCI with Poly, US citizenship, and strong reporting, data modeling, and stakeholder collaboration.

On-site position with opportunities to influence metrics and dashboards, stay current with IT service management practices and emerging

Qualifications

• 8+ years of IT support or data analysis experience; hands-on ServiceNow for query building and reporting.
• TS/SCI w/Poly security clearance required.
• US citizenship required.
• Bachelor of Arts or Science degree required.

Responsibilities

• Build and execute customer queries in ServiceNow and analyze ticket trends.
• Model data within SNOW to enable higher quality metrics and predictive UX indicators.
• Conduct direct customer outreach to gather deeper insights into users’ problems and translate into UX recommendations.
• Review survey feedback to detect trends, sentiment shifts, and areas of improvement; collaborate to implement UX enhancements.
• Document findings in reports with dashboards.
• Stay updated on IT support analytics best practices and emerging technologies like LLMs to refine analysis.

Skills

ServiceNow

Data analysis

Query building

Data modeling

Education

Bachelor's degree

Job description

General Dynamics - IT in Annapolis Junction, MD is seeking a Snow Data Analyst to leverage ServiceNow to examine support tickets and user feedback, driving UX improvements through data insights. The role requires 8+ years in IT support or data analysis, a BA/BS, TS/SCI with Poly, US citizenship, and strong reporting, data modeling, and stakeholder collaboration.

On-site position with opportunities to influence metrics and dashboards, stay current with IT service management practices and emerging