[Hiring] ServiceNow Dashboard Developer / Data Analyst @G2IT

Role Description

G2IT is seeking an experienced ServiceNow Dashboard Developer / Data Analyst to join our team supporting a large-scale Department of Defense IT Customer Support Services program. This is an exciting opportunity for a data-driven professional who enjoys working with ServiceNow, Performance Analytics, Power BI, and IT Service Management (ITSM) to develop dashboards, automate reporting, and turn complex IT service data into meaningful insights.

In this role, you will help design and maintain enterprise dashboards that track IT service performance, customer satisfaction, incident management, service requests, and operational efficiency. Your work will provide government leadership with near-real-time visibility into critical performance metrics and help drive improvements across enterprise IT services.

This position offers remote work with up to 10% travel, along with the opportunity to support mission-critical government IT operations.

Key Responsibilities

• Design, develop, and maintain interactive dashboards and reports using ServiceNow Performance Analytics and Microsoft Power BI.
• Build and customize ServiceNow reports and dashboards to monitor incidents, service requests, SLAs, ticket resolution times, and overall IT service performance.
• Extract, analyze, and integrate data from ServiceNow ITSM modules, including Incident Management, Request Management, Knowledge Management, and CMDB.
• Develop automated reporting solutions that provide government leadership with accurate and timely performance metrics.
• Create executive-level dashboards that track KPIs, SLAs, customer satisfaction, and service delivery trends.
• Use SQL, APIs, and data integration tools to connect ServiceNow with Power BI and other enterprise data sources.
• Develop data models, DAX calculations, and Power Query transformations to improve reporting accuracy and efficiency.
• Analyze ITSM data to identify trends, recurring issues, service bottlenecks, and opportunities for process improvement.
• Build visualizations for First Contact Resolution, ticket backlog, resolution times, customer satisfaction, and service availability.
• Collaborate with ServiceNow Developers, ITSM teams, business analysts, and government stakeholders to gather reporting requirements.
• Maintain data accuracy, security, access controls, and compliance with DoD cybersecurity requirements.
• Support Agile development activities, including sprint planning, dashboard demonstrations, testing, and stakeholder feedback.
• Assist with reporting automation, predictive analytics, and continuous improvement initiatives.

Qualifications

• Active DoD Secret clearance required to start.
• Must be a U.S. Citizen.
• Bachelor's degree with 5 years of related experience, master's degree with 3 years of related experience, or an additional 4 years of relevant experience in lieu of a degree.
• Minimum of 10 years of experience in business intelligence, data analytics, or data engineering.
• At least 5 years of hands-on experience developing enterprise Power BI dashboards and reporting solutions.
• Experience working with ServiceNow ITSM data, reporting, dashboards, or Performance Analytics.
• Strong understanding of ITSM processes, including Incident Management, Request Management, SLA tracking, and service performance metrics.
• Advanced proficiency with Power BI, including DAX, Power Query, data modeling, data refresh, and role-based access.
• Strong SQL skills and experience integrating data through APIs, ETL/ELT processes, or other enterprise data connections.
• Experience developing dashboards that track KPIs, SLAs, and customer service performance.
• Knowledge of data governance, security controls, and reporting accuracy.
• Strong analytical, problem-solving, and communication skills.
• Ability to work independently in a remote environment while collaborating with technical teams and government stakeholders.

Preferred Qualifications

• ServiceNow Performance Analytics experience or certification.
• Experience developing custom ServiceNow dashboards, reports, and ITSM performance metrics.
• Microsoft Certified: Power BI Data Analyst Associate or Fabric Analytics Engineer Associate.
• Experience with ServiceNow CMDB, Service Catalog, and ITSM workflows.
• Experience with Power Automate, Power Apps, or other Microsoft Power Platform tools.
• Familiarity with Python or R for data analytics and automation.
• Experience supporting DoD, federal government, or other highly regulated IT environments.
• Knowledge of ITIL 4 practices and IT service performance measurement.
• Experience working in Microsoft 365 GCC High or Azure Government environments.
• Familiarity with RMF, ATO processes, and DoD security compliance requirements.

Benefits

• The annual salary for this position ranges from $80,000 to $100,000, depending on experience and qualifications.