Overview
The role is responsible for designing, migrating, and managing enterprise analytics solutions on the ServiceNow Platform Analytics framework, and delivering advanced operational and management reports using Power BI and Tableau.
Key Responsibilities
- Lead the adoption and use of ServiceNow Platform Analytics for reports and dashboards, including migration from legacy ServiceNow reporting frameworks.
- Design, configure, and maintain interactive dashboards and visualizations across ITSM area and custom ServiceNow applications.
- Analyze reporting requirements and translate business needs into scalable analytics solutions.
- Develop and publish operational and executive-level dashboards using Power BI and Tableau, sourcing data from ServiceNow and other enterprise systems.
- Ensure data accuracy, performance optimization, and reuse of analytics components across platforms.
- Write, optimize, and maintain SQL to support reporting, analytics, and data validation needs.
- Design and maintain logical and physical database models to support reporting and analytics use cases.
- Ensure data quality, integrity, performance tuning, and reuse of analytics components across platforms.
- Collaborate with platform owners, developers, data teams, and stakeholders to align analytics solutions with enterprise standards and platform roadmaps.
- Provide production support, documentation, and knowledge transfer for analytics and reporting solutions.
- Perform day-to-day administration of the ServiceNow Platform dashboards, Power BI and Tableau dashboards.
- Provide support, documentation, and knowledge transfer for analytics solutions.
- Develop necessary development documentation as needed e.g., project plan, technical design, developer notes, user manual etc.
Required Experience
- Bachelor’s or Master’s degree with 2 years of experience or equivalent combination of education and experience (for example, in the IT field: Bachelor’s Degree with a minimum of 1 year of related work experience).
- Should have strong experience in ServiceNow Platform Analytics, and enterprise reporting/analytics tools like Power BI and Tableau.
- Hands‑on experience with ServiceNow Platform Analytics workspace, dashboards, visualizations, and migration concepts.
- Experience in developing reports on Incident, Change, Problem and Catalog tasks.
- Strong understanding of ServiceNow data models, tables, and reporting best practices.
- Experience supporting analytics across multiple ServiceNow modules and custom applications.
- Hands on experience with data modelling concepts like star schema, relationships, performance tuning, and incremental refresh.
- Good understanding of data transformation from multiple sources like ServiceNow, SQL Server, etc.
- Proven expertise in Power BI data modeling, DAX, Power Query, Power BI Mobile App and interactive dashboard design.
- Experience integrating Power BI with ServiceNow data (APIs, extracts, or data warehouses).
- Hands on experience with RSL (Row level security) concepts, ETL Processes, query optimization
- Ability to build executive‑ready and operational dashboards with performance optimization.
- Hands on experience with data modelling concepts like star schema, relationships, performance tuning, and incremental refresh.
- Proven experience in developing advanced Tableau dashboards and visual analytics using ServiceNow data.
- Strong knowledge of calculated fields, parameters, data blending, and performance tuning.
- Experience publishing and managing dashboards on Tableau Server or Tableau Cloud.
- Strong experience writing and optimizing SQL queries and SQL server for reporting and analytics.
- Hands‑on experience in database design, including schema design, normalization, and performance considerations.
- Ability to translate business reporting requirements into efficient data structures and queries.
- Experience working with large datasets and ensuring data accuracy and consistency.
Qualifications
• Bachelor’s or Master’s degree
