Data Analyst ServiceNow Developer

SiloSmashers is seeking a Data Analyst to support a federal customer by pairing ServiceNow platform support with hands-on operational data analysis. In this onsite role in Washington, DC, you will help strengthen IT service delivery through improved data quality, clearer reporting, and better decision support for stakeholders.

What you’ll do

• Support implementation, troubleshooting, and maintenance of IT systems, including ServiceNow on-premises and integrations with ServiceNow.
• Analyze operational data across IT service management processes such as Incident, Problem, Change, Request, and CMDB to identify trends, recurring issues, service gaps, and improvement opportunities.
• Build and maintain reports, dashboards, performance analytics, and data extracts used for operational metrics, service level agreement reporting, and leadership reporting.
• Support day-to-day ServiceNow and data operations, including user support, triage, issue investigation, configuration validation, and coordination of defect resolution.
• Validate data quality, reconcile records across integrated systems, and document data definitions, business rules, and reporting logic.
• Work with technical and business stakeholders to gather requirements and translate them into reports, dashboards, workflows, catalog items, and configuration enhancements.
• Assist with testing and deployment across development, test, and production environments, including documenting results and coordinating release readiness.
• Provide administration support such as roles and groups, user access, catalog and knowledge content, notification configuration, and platform configuration within assigned access.
• Document standard operating procedures, technical configurations, data flows, and support knowledge articles, and help train users and technical staff on effective ServiceNow usage.
• Recommend practical service improvement changes based on metrics, user feedback, root-cause findings, and platform capabilities.
• Independently design, plan, implement, and maintain complex ServiceNow Server 2013/2016 and SQL Server environments, including web front end servers, index servers, and application and search servers.
• Support ServiceNow environment components including form and administrative site collection administration, such as site creation, user training, backup, restore, performance analysis, and issue resolution.
• Assist with design, architecture, availability, reliability, and security for future ServiceNow environments, documenting administrative tasks and helping verify service level agreement requirements.
• Coordinate with technical staff to advise on engineering work through test/dev and into production environments, and support training on proper administration and troubleshooting.
• Support server and ServiceNow configuration documentation and integration documentation with other systems.

What you bring

• U.S. Citizenship required.
• Ability to obtain and maintain a Public Trust clearance.
• 8+ years experience using SharePoint 2013 (or newer), including SharePoint Designer, HTML, and JavaScript.
• 8+ years of experience with relational databases (SQL Server).
• 2+ years of experience using Nintex Workflows.
• 8+ years consulting clients on potential SharePoint solutions, conducting client presentations, and translating business requirements into technical requirements.
• 8+ years experience with system testing and user acceptance testing.
• Bachelor’s degree.

Technologies

• ServiceNow, ServiceNow on-premises
• Incident, Problem, Change, Request, CMDB
• SQL Server
• ServiceNow Server 2013/2016
• SharePoint 2013, SharePoint, SharePoint Designer
• HTML, JavaScript
• Nintex Workflows
• Power BI, Tableau, Excel Power Query, Python
• Active Directory Administration
• Flow Designer
• Discovery, Integration Hub
• Performance Analytics, Reporting
• scripted REST APIs

Preferred qualifications

• Active Public Trust
• Current or previous experience supporting a DHS Component
• Microsoft Certified System Engineer (SharePoint 2013 or newer) preferred
• Experience with ServiceNow Performance Analytics, Reporting, CMDB, Discovery, Integration Hub, Flow Designer, Microsoft Active Directory Administration, or scripted REST APIs
• Experience with Power BI, Tableau, Excel Power Query, Python, relational database and operating systems, or similar business intelligence and data-analysis tools
• Strong SQL and/or data-querying skills, including ability to validate, reconcile, and extract data from relational data sources

Location: Washington, DC (onsite)
Experience: 8+ years
Education: Bachelor’s degree