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ServiceNow Performance Analyst

Company: Apex Systems
Location: Greenville
Posted on: May 16, 2020

Job Description:

This position will be responsible for supporting the growth of the Service Delivery unit within one of our top clients. The ServiceNow Performance Analyst will be responsible for reading ServiceNow reports, identifying gaps, analyzingunderstandingexplaining data, developing dashboards, and training with suppliers. Required experience ServiceNow experience with an emphasis on Data Analytics Preferred experience must be independent with a leadership mindset, experience with ITSM and ITIL a huge plus, as well as incident management andor change management Responsibilities include Responsibilities Create and manage SLA Definitions within ServiceNow for all of our suppliers. (More System Administration but ties in with everything else) Create and maintain 9 different supplier SLA Dashboards for IncidentChangeRequest (Soon to be about 14 after our current project) These Dashboards are built entirely within the Performance Analytics application. Consisting of about 350 indicator records, 40 breakdowns and 164 widgets. Maintain 'Workspaces' within the dashboards which consist of about 18 reports per supplier 9 suppliers 162 reports. Responsible for responding to any questions about the data or calculations these dashboards contain by any of the 9 suppliers. Many of these questions are about SLA exclusion requests. If approved, implement these within Performance Analytics and remove from the calculations. Administer the Performance Analytics application within ServiceNow. This consists of sourcesindicatorsbreakdownswidgetsdata collection for Incident, Incident SLA, Change, Change SLA, Service Request, Service Request SLA, Knowledge and Problem. Some of the entries above, such as ChangeKnowledgeProblem, we've been unable to put focus on. We'd look for assistance here. Administer and act as a subject matter expert for the reporting module within ServiceNow. Create and maintain reporting for a variety of different teams on a variety of different modules. Contacted by internalexternal teams requesting assistance on reporting. We've given all teams access to reporting, and request many of them create their own, but when they can't find what they need, you are responsible for assisting andor creating for them. Act as a subject matter expert on Dashboards within ServiceNow. This consists of creating new Dashboards after working with Project teams or just general questions of how they work. Also responsible for several traditional reporting responsibilities which are ExcelPowerPoint based. These are usually created weeklymonthly, but may also be on an as needed request from leadership. Occasionally, requested to lead training and demo sessions for ServiceNow on a variety of modules. Incident, Problem, Performance Analytics, Reporting, Dashboards, etc. Many of these sessions are both audio and screen share with both internal teams and external suppliers. EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservicesapexsystemsinc.com or 844-463-6178.

Keywords: Apex Systems, Greenville , ServiceNow Performance Analyst, Professions , Greenville, South Carolina

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