JobsData AnalystWashington, DCSenior Data Analyst – ServiceNow Performance Analytics & ITSM Metrics
Custom Software Systems Inc.
Posted 4 days ago
Senior Data Analyst – ServiceNow Performance Analytics & ITSM Metrics
Custom Software Systems Inc. · Washington, District of Columbia, United States
In short
Produce routine and ad hoc data analyses for VA leadership using platforms like ServiceNow, Jira, and Power BI. Analyze ITSM processes for performance and compliance while maintaining enterprise-standard dashboards.
What they're looking for
MUST-HAVE SKILLS
ALSO MENTIONED
Requires 12+ years of experience in IT or data analysis and a bachelor's degree. Candidates must possess hands-on expertise in ServiceNow reporting, SQL, and BI tools, along with US citizenship.
About the employer
Custom Software Systems, Inc.
Linking the Right Information Technology Solutions with Your Business Needs
Welcome To Custom Software Systems, Inc.
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About Custom Software Systems, Inc.: Headquartered in Leesburg, Virginia, Custom Software Systems, Inc. (CSS) is a certified Woman Owned Small Business (WOSB) and certified HUBZone 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 deliver on time and within budget and to meet or exceed our customers’ expectations. Core Expertise: CSS specializes in developing and implementing Custom Software Solutions and Support Services which deliver high value to our customers. Our skilled team of consultants helps our clients/partners integrate technology that fits their business needs. We provide our clients with a full array of services, including: - Project Management & Oversight (PMP certified Project Managers) - Database and Data Management (Certified DBA’s) - Data Architecture (DAMA and TDWI member) - Middleware Support (Oracle Fusion Middleware) - Application Lifecycle Management (ALM) - Oracle Fusion Middleware Support - Business Intelligence Support (WebFOCUS, Business Objects, Tableau) - Full Lifecycle Application Development (Agile, RUP, Waterfall) - Identity Management - Operations and Maintenance Core Values: CSS was founded on a set of guiding principles that include good old fashioned hard work, ethics, teamwork, and innovation. We establish relationships with our customers that are based on direct and honest communication and perseverance to get the job done which in turn fosters respect and trust. We expect our associates, at every level, to conduct themselves with integrity, honesty and strong ethics in all relationships with customers and employees.
- INDUSTRY
- IT Services and IT Consulting
- COMPANY
- Privately Held
- FOUNDED
- 1990
- HEADQUARTERS
- Leesburg, VA
- SIZE
- 11-50
- OFFICES
- 1 on LinkedIn
KNOWN FOR
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Questions about this role
- Is this Custom Software Systems Inc. role remote?
- Tagged hybrid.
- What does it pay?
- The posting lists $135,000–$155,000 a year.
- Does it sponsor visas?
- Listed as no visa sponsorship.
- What experience does it ask for?
- Listed as 10+ years.
The posting, in full
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.
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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:
- Health insurance plans
- Health Savings Account (HSA)
- Dental
- Vision
- Long-term disability
- Short-term disability
- Basic term life insurance
- Supplemental term life insurance for employees, spouses, and dependents
- Simple IRA
- Parking/Commuting expense reimbursement
- 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.
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