Senior Software Engineer

Collaborate with application support, service desk, and leadership teams to gather reporting requirements and deliver actionable insights.

Validate data quality, reporting logic, filters, assignment groups, priorities, and SLA calculations to ensure reporting accuracy.

Automate recurring reports and improve dashboard efficiency where possible.

Document dashboard configurations, data sources, reporting logic, and operational procedures.

Support ad-hoc reporting requests and service performance analysis activities.

6+ years of overall IT experience.

Strong hands-on experience as a ServiceNow Administrator.

Experience building ServiceNow dashboards, reports, scorecards, and operational analytics solutions.

Strong understanding of ITIL Service Operations and ITSM processes.

Expertise in: Incident Management Problem Management Change Management Request Management Knowledge Management SLA Management Major Incident Management

SLA Management

Strong understanding of incident prioritization models (P1, P2, P3, and P4).

Experience developing dashboards and reports for support operations and managed services environments.

Ability to create advanced ServiceNow queries and perform deep data analysis.

Experience monitoring and reporting on SLAs, MTTR, backlog, aging, service performance, and operational KPIs.

Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations.

Excellent communication and stakeholder management skills.

ServiceNow Performance Analytics experience.

Experience with Power BI, SQL, Excel reporting, or other data visualization tools.

Experience in Healthcare IT / Clinical Imaging environments.

Experience supporting Application Maintenance (AM), Production Support, NOC, or Managed Services teams.

Experience in creating executive-level dashboards and service review reports.

ServiceNow Certified System Administrator (CSA).

ITIL Foundation Certification.

ServiceNow Certified Application Developer (CAD) preferred.

ServiceNow Performance Analytics Certification preferred.

ServiceNow ITSM Implementation Certification preferred.

Microsoft Power BI or Data Analytics certification is a plus.