Senior Software Engineer

Job Description

Role Title: ServiceNow Admin/ServiceNow Developer

Summary

We are seeking an experienced ServiceNow Admin to support Imaging Application operations through the development and management of ServiceNow dashboards, reports, and operational analytics. The candidate will be responsible for creating live and static dashboards, generating actionable insights, and supporting ITIL-based service operations. This role requires strong expertise in ServiceNow reporting, incident and SLA analytics, priority-based support metrics, and operational governance reporting.

The ideal candidate will work closely with application support teams, service managers, and leadership stakeholders to provide accurate data, trends, and performance insights.

Key Responsibilities

• Design, develop, and maintain ServiceNow dashboards and reports for support operations.
• Create live and static dashboards to monitor operational KPIs, service trends, and support performance.
• Build and maintain dashboards for:
• Incident Management
• Problem Management
• Change Management
• Request Management
• Knowledge Management
• Service Level Management
• Major Incident Management
• Monitor and report on P1, P2, P3, and P4 incidents, including volume, aging, escalations, SLA adherence, and resolution trends.
• Develop operational and executive dashboards for support reviews, governance meetings, and leadership reporting.
• Perform advanced querying and data analysis within ServiceNow to generate accurate operational insights.
• Track key service metrics such as backlog, MTTR, SLA compliance, ticket aging, assignment group performance, change success rates, and support trends.
• Analyze support data to identify recurring issues, operational risks, bottlenecks, and opportunities for service improvement.
• 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
• 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.