[Hiring] ServiceNow Data Analyst @RTX

Role Description

We are seeking a detail-oriented and analytical ServiceNow Data Analyst to join our Service Management Platform team. In this role, you will be the guardian of platform data integrity and the primary architect of actionable insights. You will move beyond simple reporting to provide deep analysis on platform health, process adherence, and ITSM performance.

You will act as the bridge between technical process owners and leadership, translating raw metrics (Incidents, Changes, Requests) into a narrative of performance and improvement.

What You Will Do:

• Assist with driving down the data points where gaps exist in our Service Management processes.
• Analyze trends to identify bottlenecks, service degradation, and opportunities for automation or self-service.
• Perform root cause analysis on data anomalies to ensure accuracy in reporting.
• Translate complex data sets into clear narratives that drive Continuous Service Improvement (CSI) initiatives.
• Design, build, and maintain complex ServiceNow dashboards and reports to support IT leadership and process owners.
• Transform raw data into compelling narratives and presentations that influence strategic decision-making and prioritize roadmap initiatives.

Qualifications

• BA/BS degree from an accredited school in Computer Science, Information Technology, Business Administration, or related field with 5 years of experience or advanced degree.
• 3+ years of data analysis experience, with at least 2 years specifically working within the ServiceNow platform including Now Assist.
• Working knowledge of ITIL/Service Management framework and processes.
• Proficient in managing, querying, and reporting in ServiceNow including Platform Analytics and Now Assist Analytics.
• Strong Excel skills (Pivot tables, VLOOKUP, XLOOKUP, Power Query).

Requirements

• ITIL 4 Foundation certified.
• Basic understanding of SQL.
• Working knowledge of Power BI.
• Experience working in a large and matrixed corporate environment.
• Customer service experience with strong time management and prioritization skills.
• Energetic and have an excellent work ethic with a desire and ability to quickly learn and apply new concepts.

Benefits

• Robust total rewards package with compensation.
• Healthcare, wellness, retirement, and work/life benefits.
• Career development and recognition programs.
• Parental (including paternal) leave.
• Flexible work schedules.
• Achievement awards.
• Educational assistance.
• Child/adult backup care.