Job Description

Position Summary

SiloSmashers is seeking a Data Analyst support a federal customer on a large cybersecurity, engineering, and PMO program. This role combines ServiceNow platform support with operational data analysis to improve IT service delivery, data quality, reporting, and stakeholder decision-making. The successful candidate will work with solution architects, system administrators, developers, and business users to translate operational needs into actionable reports, dashboards, workflows, and support improvements.

Responsibilities

• Provide support for implementation, troubleshooting, and maintenance of IT systems including and integrating with ServiceNow on-premises.
• Analyze data from Incident, Problem, Change, Request, CMDB, and related IT service management processes to identify trends, recurring issues, service gaps, and improvement opportunities.
• Build and maintain reports, dashboards, performance analytics, and data extracts that support operational metrics, service level agreements, and leadership reporting.
• Support day-to-day ServiceNow/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.
• Partner with technical and business stakeholders to gather requirements and translate them into reports, dashboards, workflows, catalog items, or configuration enhancements.
• Support testing and deployment activities across development, test, and production environments; document results and coordinate release readiness.
• Assist with administration activities 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; help train users and technical staff on effective use of ServiceNow.
• Contribute to continuous service improvement by recommending practical changes based on metrics, user feedback, root-cause findings, and platform capabilities.
• Work independently to design, plan, implement, and maintain complex ServiceNow Server 2013/2016 and SQL server environments, including implementation, configuration and support of web front end servers, index servers, and application and search servers.
• Support all components of the ServiceNow environment including form, administrative site collection administration activities such as site creation, user training, backup, restore, performance analysis, and issue resolution.
• Assists in the design, architecture, availability, reliability, and security of future ServiceNow environments and work with customers to document administrative tasks and verify service level agreement requirements are being met.
• Work closely with staff to provide advice and support to properly implement engineering efforts into test/dev and production environments.
• Work with other technical staff to help train them in proper ServiceNow Administration and troubleshooting techniques, as well as outline standard processes and procedures for administration and engineering.
• Support the development of configuration documentation relating to the server and ServiceNow configuration environments, as well as integrations to other systems.

Position Requirements

• Must be a U.S. Citizen.
• Ability to obtain and maintain a Public Trust clearance.
• Bachelor's degree 8+ years of experience with System testing and User Acceptance Testing
• 8 years experience using SharePoint 2013 or newer versions and SharePoint Designer, HTML, and Javascript.
• 8+ years of experience with relational database (i.e. SQL Server).
• 2+ years of experience using Nintex Workflows.
• 8+ years of experience consulting clients on potential SharePoint Solutions, client presentations, and translating business requirements into technical requirements.

Preferred Requirements

• Active Public Trust.
• Current or previous experience supporting a DHS Component
• Certification: 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 the ability to validate, reconcile, and extract data from relational data sources.