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Senior Data Analyst – ServiceNow Performance Analytics, ITSM Metrics
Custom Software Systems, Inc.. Produce routine product data analyses and ad hoc analyses for VA leadership .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in data analysis and reporting, particularly with ServiceNow Performance Analytics and SQL/T-SQL. Proficient in producing actionable insights through trend analysis and process improvement recommendations while ensuring compliance and accessibility standards.
Highest-signal resume keywords
ServiceNow ReportingSQL/T-SQLPower BIApplied StatisticsData Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisTrend AnalysisRoot-Cause AnalysisSQL/T-SQL QueriesPerformance AnalyticsServiceNowPower BITableauJiraNCVAS/Foundry
Soft Skills
Clear WritingCollaboration
Tools & Technologies
ServiceNowPower BITableauSQL ServerJiraDatabricksEsri ArcGISSharePoint
Industry Keywords
ITSM ProcessesComplianceService-Level PerformanceData IssuesMetric Definitions
Tech Stack
Tools & technologiesITSMServiceNowSQLTableau
About the role
Key responsibilities & impact- Produce routine product data analyses and ad hoc analyses for VA leadership
- Query authoritative VA sources, including ServiceNow, Jira, VA PARS, the VA Systems Inventory, SharePoint and Salesforce
- Flag or fix data issues
- Perform diagnostic, trend and predictive analyses explaining what changed, why, and what to expect next
- Analyze ITSM processes for capability, compliance and service-level performance
- Recommend process improvements
- Support analytics projects addressing leadership’s key questions using VA-approved platforms
- Build and maintain ServiceNow Performance Analytics and Power BI dashboards to enterprise standards
- Maintain refresh schedules and Section 508 accessibility
- Write and tune SQL/T-SQL queries
- Document metric definitions and methods
- Peer-review colleagues’ analyses
- Keep Jira work items current daily
Requirements
What you’ll need- US Citizenship
- 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
- Experience with ServiceNow, Power BI, Tableau, SQL Server, Jira, NCVAS/Foundry, Databricks and Esri ArcGIS
- Bachelor’s degree (no substitution)
- Ability to work core hours overlapping Eastern Time
Benefits
Comp & perks- 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
- Remote work with occasional one-day trips to Washington, DC
- Core hours overlap Eastern Time