ITSM ServiceNow Engineer & Reporting Specialist

Barings•Charlotte, NC

4d•Hybrid

About The Position

This role is primarily focused on engineering and enhancing the ServiceNow platform to support ITSM processes, automation, and AIOps integration. The specialist will also contribute to analytics and reporting efforts that provide visibility into operational performance and support strategic initiatives such as service quality improvement and financial transparency.

Requirements

3+ years of experience in ServiceNow development and ITSM engineering.
Proficiency in ServiceNow Studio, Flow Designer, and scripting (JavaScript).
Strong understanding of ITIL processes and ITSM frameworks.
Experience with AIOps tools and concepts such as event correlation, anomaly detection, and predictive analytics.
Experience with Power BI and ServiceNow Reporting.
Familiarity with cloud cost management tools and financial reporting principles.
Ability to translate business needs into technical solutions.

Nice To Haves

Experience with ServiceNow Performance Analytics and platform integrations.
Familiarity with Azure DevOps, CI/CD pipelines, and infrastructure tagging strategies.
Exposure to observability platforms such as Dynatrace, Datadog, or Splunk.

Responsibilities

ServiceNow Engineering & AIOps Design, develop, and maintain ServiceNow modules and workflows across ITSM processes (Incident, Problem, Change, Request, etc.).
Implement enhancements and customizations using ServiceNow Studio, Flow Designer, and scripting (JavaScript).
Collaborate with ITSM process owners to translate business requirements into scalable ServiceNow solutions.
Ensure platform stability, performance, and alignment with upgrade cycles and best practices.
Integrate AIOps capabilities into ServiceNow, including anomaly detection, event correlation, and predictive alerting.
Work with monitoring and observability tools to ingest telemetry data into ServiceNow for automated incident creation and resolution workflows.
Support CI/CD enablement by integrating ServiceNow with DevOps tools and pipelines.
Maintain and optimize data models, tables, and relationships to support automation, AIOps, and reporting.
Participate in platform governance and contribute to roadmap planning and release management.
Maintain Integrations between ServiceNow and external systems Analytics & Reporting
Develop and maintain dashboards, semantic models, and Dataflows in Power BI and ServiceNow Performance Analytics to track KPIs such as SLA compliance, MTTR, MTTAp, and service availability.
Refactor and enhance existing dashboards to improve performance, usability, and data accuracy.
Provide ad hoc analysis and reporting to support audits, compliance reviews, and executive decision-making.
Support financial transparency efforts by contributing to reporting on cloud spend, usage patterns, and cost allocation models in collaboration with FinOps and Finance teams.

Benefits

Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
Fitness Center Reimbursement Program (Including Online Memberships)
Employee Assistance Program (EAP)
Fertility Benefits
Highly competitive 401(k) Plan with Company Match
Health Savings Account (HSA) with Company Contributions
Flexible Spending Accounts (FSA) - Health Care & Dependent Care
Retirement Health Reimbursement Account
Basic and Supplemental Life Insurance
Spouse and Child Life Insurance
Paid Vacation, Sick Days and Annual Holidays
Paid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)
Short and Long Term Disability Plans
Paid Volunteer Time
Education Assistance Program
Charitable Matching Gifts Program
Commuter Reimbursement Program
Adoption and Surrogacy Reimbursement Program