Senior Data Analyst - ServiceNow Performance Analytics & ITSM Metrics
Job Description
Job Description
Custom Software Systems, Inc. (CSS) seeks a hands-on Senior Data Analyst – ServiceNow Performance Analytics & ITSM Metrics to support analytics and metrics work for VA’s Office of Information and Technology (OIT), Office of the Chief Data and Analytics Officer. You’ll turn data from ServiceNow, Jira, VA PARS, and other VA systems into analyses and dashboards that OIT leaders use to manage IT products and service performance. You’ll work in a small team led by the VA PARS & ServiceNow Performance Analytics Lead, and your work is peer-reviewed before it reaches VA. Remote, with occasional one-day trips to Washington, DC. Core hours overlap Eastern Time.
Responsibilities
· Produce routine product data analyses (the team delivers 25 a month) and ad hoc analyses for VA leadership.
· Query authoritative VA sources, including ServiceNow, Jira, VA PARS, the VA Systems Inventory, SharePoint and Salesforce, and flag or fix the data issues you find.
· Perform diagnostic, trend and predictive analyses that explain what changed, why, and what to expect next.
· Analyze ITSM processes for capability, compliance and service-level performance, and recommend improvements.
· Support analytics projects that answer leadership’s key questions, using VA-approved platforms.
· Build and maintain ServiceNow Performance Analytics and Power BI dashboards to enterprise standards, refresh schedules and Section 508 accessibility.
· Write and tune SQL/T-SQL queries; document metric definitions and methods.
· Peer-review colleagues’ analyses and keep Jira work items current daily..
Citizenship
· US Citizenship
Required Qualifications
· 12+ years in IT or data analysis.
· Hands-on ServiceNow reporting and Performance Analytics.
· SQL/T-SQL; Power BI or a comparable BI tool.
· Applied statistics for trend and root-cause analysis.
· Clear writing for non-technical audiences.
· Tools: ServiceNow (reporting and Performance Analytics), Power BI, Tableau, SQL Server, Jira; VA platforms including NCVAS/Foundry, Databricks and Esri ArcGIS.
Education
· Bachelor’s degree (no substitution.
Preferred Qualifications
· VA PARS experience; VA OIT or other federal IT experience.
· ITIL 4 Foundation; ServiceNow certification.
· Tableau or Esri ArcGIS; Python or R.
· Section 508-compliant dashboard design.
Compensation & Benefits[1][2]
Wage Range: $135K–$155K
· General Benefits: Custom Software Systems, Inc. offers our employees a competitive benefits package that may include:
ü Health insurance plans
ü Health Savings Account (HSA)
ü Dental
ü Vision
ü Long-term disability
ü Short-term disability
ü Basic term life insurance
ü Supplemental term life insurance for employees, spouses, and dependents
ü Simple IRA
ü Parking/Commuting expense reimbursement
ü Training/Education
[1] Compensation range must be coordinated with and approved by the CSS Chief Operating Officer (COO).
[2] Compensation & Benefits information is required for all Maryland Employers effective October 1, 2024.
\nCompany Description
Company Background:
Headquartered in Leesburg, Virginia, Custom Software Systems, Inc. (CSS) is a Woman-Owned (WOSB) and HUBZone certified small business. Built on a foundation of trusted client partnerships, CSS has fostered a stakeholder-centric yet disciplined approach to IT solutions development. This ensures our ability to consistently meet or exceed our customers' expectations.
Benefits:
CSS is a very employee oriented company knowing that well trained, professional associates are what make our company great. We offer a competitive benefits package that includes: paid holidays and paid time off; medical insurance that includes vision; dental insurance; company paid long and short-term disability and life insurance; a Simple IRA plan (similar to 401k); parking and commuter reimbursement. We also work with our employees on training and professional certification plans that benefit the employee, the client and CSS - a win-win-win strategy.
Equal Opportunity Employer:
CSS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. CSS complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
CSS expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CSS employees to perform their expected job duties is absolutely not tolerated.
Company Description
Company Background:\r\nHeadquartered in Leesburg, Virginia, Custom Software Systems, Inc. (CSS) is a Woman-Owned (WOSB) and HUBZone certified small business. Built on a foundation of trusted client partnerships, CSS has fostered a stakeholder-centric yet disciplined approach to IT solutions development. This ensures our ability to consistently meet or exceed our customers' expectations. \r\n\r\nBenefits:\r\nCSS is a very employee oriented company knowing that well trained, professional associates are what make our company great. We offer a competitive benefits package that includes: paid holidays and paid time off; medical insurance that includes vision; dental insurance; company paid long and short-term disability and life insurance; a Simple IRA plan (similar to 401k); parking and commuter reimbursement. We also work with our employees on training and professional certification plans that benefit the employee, the client and CSS - a win-win-win strategy.\r\n\r\nEqual Opportunity Employer:\r\nCSS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. CSS complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.\r\n\r\nCSS expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CSS employees to perform their expected job duties is absolutely not tolerated.