Data & Analytics Engineer, ServiceNow

Universal Music•Nashville, TN

1d•Hybrid

About The Position

The Data & Analytics Engineer, ServiceNow is responsible for delivering trusted reporting, insights, and performance measurement across the ServiceNow platform and product domains. This role defines KPI and metric standards, builds dashboards and scorecards, automates data quality checks, and enables stakeholders to make data-driven decisions on service performance, adoption, and delivery outcomes. Working as part of a global ServiceNow team across multiple time zones, the role partners closely with platform and product leadership to improve transparency, value realization, and continuous improvement.

Requirements

Strong analytical capability; translate business questions into measurable KPIs and reporting solutions
Advanced communication skills; present insights to technical and non-technical stakeholders
Strong data literacy including SQL concepts and data validation / reconciliation techniques
Experience building dashboards and operational reporting (ServiceNow Reporting/Performance Analytics, Power BI/Tableau)
Ability to operate effectively in a global, multi-time zone team and manage priorities through agreed intake processes
5+ years of experience in analytics, reporting, or data engineering roles in an enterprise environment
3+ years of experience delivering ServiceNow reporting/analytics (Reporting, Performance Analytics, or equivalent)
Experience defining metric standards and KPI scorecards with multiple stakeholder groups
Experience working with data sources/integrations and producing governed datasets for reporting consumption
Experience supporting operational reporting and continuous improvement (SLA, incident trends, backlog and delivery metrics)
Experience working effectively with distributed teams across multiple time zones
Bachelor’s degree (or equivalent work experience) in IT, Data/Analytics, Engineering, or related discipline

Nice To Haves

ServiceNow certifications preferred (CSA; Performance Analytics/Reporting micro-certification a plus)
BI/analytics tooling experience (Power BI/Tableau) and SQL capability preferred

Responsibilities

Own ServiceNow reporting and analytics delivery (dashboards, scorecards, operational and executive reporting)
Define and standardize KPI/metric definitions in partnership with Platform and Product leadership
Build and maintain reporting datasets, extracts, and integrations to downstream BI tools where required
Implement automated data quality checks and reconcile reporting anomalies with domain owners
Develop and maintain self-service analytics assets (dashboards, filters, drilldowns) for internal customers
Provide insights on demand, throughput, SLA performance, adoption, and operational bottlenecks
Enable release and operations reporting (change success, defect leakage, incident trends, backlog health)
Document metric definitions and reporting artefacts to ensure auditability and consistency
Support stakeholders with ad-hoc analysis using governed data sources and agreed prioritization
Collaborate effectively with a global ServiceNow team across multiple time zones and handoffs

Benefits

Comprehensive medical, dental, and vision coverage
100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent