About the role

What will you do at SiloSmashers, Inc.?

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 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.
8+ years of experience with System testing and User Acceptance Testing
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.

Which skills does this role require?

Data AnalysisSQL ServerCybersecurityIT Service ManagementDashboardsSystem TestingUser Acceptance TestingNintex WorkflowsHTMLJavascriptData AnalystITSMUATData QualityIT SystemsEngineeringPMOTroubleshootingConfiguration ManagementSOPJavaScriptMachine Learning

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