ServiceNow Performance Engineer

Astrica, LLC; United States; Remote; USD 95,000 - 150,000; Full time

Job summary

Astrica, LLC is seeking an experienced ServiceNow Performance Analytics Developer / Reporting Engineer to deliver enterprise dashboards, KPI tracking, and analytics in a remote-friendly role. You will collaborate with Product Owners and stakeholders to translate requirements into dashboards, reports, and scorecards, and you will handle back-end data analysis using SQL.

The ideal candidate excels at stakeholder engagement, offers strong analytical skills, and can work independently while

Qualifications

• 3+ years hands-on ServiceNow dashboards and Performance Analytics.
• Expertise with Indicators, Indicator Sources, Breakdowns, Widgets, and data collection.
• Advanced SQL for backend data analysis and validation.
• Experience building executive dashboards for leadership.
• Knowledge of Incident, Request, Change, and Demand workflows.
• Understanding of ServiceNow roles, access controls, and lifecycle.
• Strong analytical and stakeholder management skills.
• Experience with Jira in Agile environments.

Responsibilities

• Design, develop, and maintain ServiceNow dashboards, reports, scorecards, and PA solutions.
• Configure indicators, sources, breakdowns, widgets, filters, and automated jobs.
• Develop KPI reporting for SLA, incidents, backlog, trends, throughput, and completion.
• Collaborate with product owners and stakeholders to gather requirements.
• Use SQL for backend analysis, validation, and optimization.
• Analyze ServiceNow data across Incident, Request, Change, Demand, and workflows.
• Support executive reporting with actionable analytics.
• Maintain governance, standards, and data quality across reports.
• Work with cross-functional teams to enhance analytics strategy.
• Create and maintain reporting documentation and job aids.
• Participate in Agile ceremonies and Jira work management.
• Provide responsive support for high-visibility initiatives.

Skills

ServiceNow PA

SQL

Dashboards

Data Visualization

Jira

Stakeholder Mgmt

Tools

Tableau

Power BI

Job description

Job Description: ServiceNow Performance Analytics Developer / Reporting Engineer

Position Summary

Astricais seeking an experiencedServiceNow Performance Analytics Developer / Reporting Engineerto support enterprise reporting, dashboard development, KPI tracking, and operational analytics initiatives within a high-visibility ServiceNow environment.

In this role, you will collaborate closely with Product Owners, business stakeholders, operational teams, and leadership to transform business requirements into meaningful dashboards, reports, scorecards, and actionable insights that improve operational visibility and support data-driven decision making.

The ideal candidate is analytical, technically proficient, customer-focused, and capable of working independently while delivering exceptional stakeholder engagement and white-glove customer support. This position requires deepexpertiseinServiceNow Performance Analytics, strong SQL skills, and experience developing enterprise reporting solutions. Participation in an on-call rotation and occasional weekend or holiday deployments may berequired.

What You’ll Do

• Design, develop, and maintain ServiceNow dashboards, reports, scorecards, and Performance Analytics solutions across enterprise initiatives.

• Configure andmaintainPerformance Analytics indicators, indicator sources, breakdowns, widgets, interactive filters, automated data collection jobs, and dashboard visualizations.

• Develop KPI reporting to measure metrics including SLA compliance, incident resolution, backlog health, operational trends, throughput, and completion rates.

• Partner directly with Product Owners, business stakeholders, and operational teams to gather reporting requirements and translate business needs into technical reporting solutions.

• Utilize SQL to perform backend data analysis, reporting validation, trend analysis, and reporting optimization.

• Analyze ServiceNow platform data across Incident, Request, Change, Demand, and operational workflows toidentifytrends, gaps, and opportunities for improvement.

• Support executive reporting initiatives by delivering operational dashboards and actionable analytics.

• Maintain dashboard governance, reporting standards, KPI definitions, and data quality across reporting solutions.

• Collaborate with ServiceNow developers, Product Owners, and cross-functional teams to support reporting enhancements and analytics strategy.

• Create andmaintainreporting documentation, job aids, operational procedures, and knowledge transfer materials.

• Participate in Agile ceremonies, sprint planning, backlog refinement, and Jira work management activities.

• Provide responsive support for high-visibility initiatives while delivering excellent customer service and stakeholder communication.

What You Bring

• 3+ years of hands-on experience developing ServiceNow dashboards, reporting solutions, and Performance Analytics capabilities.

• Strongexpertisewith ServiceNow Performance Analytics, including Indicators, Indicator Sources, Breakdowns, Widgets, Interactive Filters, Scorecards, and Automated Data Collection Jobs.

• Advanced SQL skills with experience performing backend data analysis, reporting validation, and operational reporting optimization.

• Experience building executive-level dashboards and interactive visualizations for both operational and leadership audiences.

• Working knowledge of ServiceNow modules including Incident, Request, Change, Demand, and related operational workflows.

• Understanding ofServiceNow roles, access controls, workflows, and platform development lifecycle.

• Strong analytical, troubleshooting, and problem-solving abilities with exceptional attention to detail.

• Excellent communication and stakeholder management skills with the ability tooperateindependently in client-facing environments.

• Experience working within Agile development methodologies using Jira.

• Ability to manage multiple priorities in fast-paced, enterprise ServiceNow environments.

Preferred Qualifications

• Experience with Tableau, Power BI, or other enterprise reporting and visualization platforms.

• Understanding ofITSM and ITOM operational processes and KPI measurement strategies.

• Experience supporting enterprise-scale ServiceNow reporting and analytics environments.

• Familiarity with ServiceNow backend tables, data structures, and reporting optimization techniques.

• Experience presenting dashboards, operational metrics, and executive reporting to leadership.

• ServiceNow Certified System Administrator (CSA) certification.

• ServiceNow Performance Analytics Micro-Certification or other ServiceNow certifications are a plus.

• Product-minded approach with a strong customer service focus and collaborative mindset.

WhereYou’llWork

We’rea remote-first team, which means you can do your best work from whereveryou’rehappiest and most productive. Every now and then, we may ask you to join us on-site with a client—but those moments are the exception, not the rule. Flexibility isbuiltin, becausewe know lifedoesn’tfit neatly into a 9–5.

WhyAstrica?

AtAstrica,we’renot just checking boxes—we’rereimagining what it means to be a ServiceNow partner. We blend smart automation with human-first change management, and we do it with curiosity, creativity, and a sense of humor. Our team is made up of industry pros who love what they do and believe work should be both impactful and fun.

Astricais an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

This job description is not designed to cover orcontaina comprehensive listing of activities, duties, and responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.