ServiceNow Platform Admin (Performance Analytics)

The Opportunity:

We are looking for a highly skilled ServiceNow Platform Administrator with expertise in Performance Analytics (PA) and reporting with agile methodology experience to support our DoD customer to implement an enterprise IT service delivery model that provides consistent, secure, high-quality, and cost-effective services to enable mission success and improve end-user experience across the customer environment.

On this program, we deliver capabilities and services to implement and operate an Enterprise IT Service Management (EITSM) solution, enterprise service desk and advanced analytics/reporting.

The ideal candidate will be dual-hatted and capable of managing both the ServiceNow platform and developing/maintaining robust Performance Analytics dashboards, reports, and data integrations. They will be passionate about leveraging data to drive informed decision-making and continuous improvement within the IT service delivery environment.

Responsibilities:

• As a platform administrator, you are responsible for all aspects of the platform which include monitoring health, usage, operations, and performance, with a specific focus on Performance Analytics data integrity, processing efficiency, and overall system performance related to analytics.
• Maintain a sound understanding of enterprise and platform-level architecture as it relates to managing the ServiceNow instances, including the data model, integration points, and dependencies that impact Performance Analytics.
• Manage the patch and upgrade cycle of the platform, coordinating with various teams to ensure minimal impact, paying close attention to any changes affecting PA functionalities, data collectors, or reporting interfaces.
• Oversee the development pipeline and assist with update set promotions such that there is a consistent and reliable process for moving work into production, ensuring that PA configurations and customizations are properly migrated and tested.
• Assist with production troubleshooting and providing logs, data, artifacts in support of the environment, including investigating PA data errors, identifying performance bottlenecks, and resolving reporting issues.
• Operate existing applications and features in the platform and provide production support for those areas, with a primary focus on Performance Analytics modules and related integrations.
• Assist with clone down of production over lower instances as appropriate, working with teams to identify preserver and exclusion rules to maximize clone benefits with minimal disruption to teams.
• Keep up to date with industry trends and developments, particularly in the areas of Performance Analytics, data visualization, and reporting best practices within the ServiceNow ecosystem.
• Perform Architecture design and reviews as required, ensuring initiatives are aligned with future state. Specifically relating to the design of the PA data model, reporting requirements, and overall architecture.
• Identify risks, opportunities, compliance issues, or other architectural concerns with the platform, with a strong focus on data security, privacy, and compliance regulations related to sensitive information used in Performance Analytics.
• Active participation in Agile sprint planning, artifact creation, sprint testing, regression testing, demonstrations, and retrospectives and solution releases as requested.
• Develop and maintain ServiceNow Performance Analytics dashboards, reports, and visualizations to track key performance indicators (KPIs) and provide actionable insights to stakeholders.
• Configure and maintain PA data collectors, indicators, breakdowns, and other PA components.
• Integrate data from various sources into ServiceNow for comprehensive reporting.
• Work with stakeholders to understand their reporting needs and translate them into effective PA solutions.
• Implement data governance policies and procedures to ensure data quality and accuracy.
• Provide training and support to users on how to use Performance Analytics dashboards and reports.
• Work with ServiceNow Performance Analytics modules, including data collection, indicators, breakdowns, dashboards, and reporting functionalities.
• Ability to design, develop, and maintain custom Performance Analytics dashboards and reports to meet specific business needs.
• Create and maintain internal technical documentation, manuals, policies, and processes as it relates to operating and running the ServiceNow platform, with specific documentation related to PA configurations, data governance, and reporting standards.
• Anticipate issues and formulate remedial actions, particularly regarding data quality, performance bottlenecks, and reporting inaccuracies.
• Perform troubleshooting duties to include debugging and resolving issues
• Collaborate with Developers, Program Managers, Testers, and Production Support Engineers to implement innovative technical solutions via iterative approach reducing time to delivery.
• Manage and maintain cloud ServiceNow instances (in the DoD IL4+ space).
• Perform data analysis to identify trends, patterns, and anomalies in the data.
• Requires remote support.

Qualifications:
Required: 

• Active DoD Secret clearance or ability to obtain
• 12+ Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
• At least 3 years of experience specifically focused on ServiceNow Performance Analytics and reporting.
• Experience operating within cross-functional teams and groups.
• Bachelor’s degree in engineering, computer science, or related technical discipline.
• Must meet 8570 IAT Level II and/or 8140 DoD Cyber Workforce Compliance.
• Must have: Certified ServiceNow System Administrator and Certified Implementation Specialist - Performance Analytics certifications
• A strong interest in agile software development practices and experience delivering deployable software in short sprints.
• Extensive experience as a ServiceNow Platform Administrator within a large enterprise, with a strong focus on Performance Analytics and reporting capabilities.
• In-depth knowledge of ServiceNow Performance Analytics modules, including data collection, indicators, breakdowns, dashboards, and reporting functionalities.
• The ability to design, develop, and maintain custom Performance Analytics dashboards and reports to meet specific business needs.
• Experience in creating and maintaining internal technical documentation, manuals, policies, and processes as it relates to operating and running the ServiceNow platform, with specific documentation related to PA configurations, data governance, and reporting standards.
• Good ability to anticipate issues and formulate remedial actions, particularly regarding data quality, performance bottlenecks, and reporting inaccuracies.
• Excellent technical, diagnostic, and troubleshooting skills, including expertise in debugging PA jobs, identifying data discrepancies, and resolving reporting issues.
• Ability to collaborate with Developers, Program Managers, Testers, and Production Support Engineers to implement innovative technical solutions via iterative approach reducing time to delivery.
• Experience managing and maintaining cloud ServiceNow instances (in the DoD IL4+ space).

Desired:

• Certified ServiceNow Developer.
• Ability to contribute to the development of program architecture and standards.
• Experience in Continuous integration, Continuous Deployment (CI/CD) and SecDevOps processes and tools.
• Experience with data modeling, data warehousing, and ETL processes.
• Strong analytical and problem-solving skills.
• Experience with scripting languages such as JavaScript and Python.
• Familiarity with data visualization tools such as Tableau or Power BI.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.