Lead ServiceNow Technologist - Reporting and Analytics

Sheetz, Inc•Pittsburgh, PA

7d•Remote

About The Position

The Lead ServiceNow Reporting and Analytics Technologist is responsible for designing, developing, and maintaining Performance Analytics solutions that enable data-driven decision-making across the organization. This role partners closely with stakeholders, process owners, and platform teams to translate business objectives into meaningful KPIs, dashboards, and reports within the ServiceNow platform. This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). OVERVIEW Provide expert level guidance, leadership, and expertise in the technical support, administration, and configuration for designated ITSM/CRM systems. Works with both IT and external stakeholders to gather requirements and to provide advanced business process analysis while acting as a super user and trainer for assigned systems.

Requirements

Bachelor’s degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required.
Minimum 10 years of applicable experience in a technology environment.
Experience specializing in ServiceNow Performance Analytics, CSM, ITSM, ITOM preferred
ITIL 4 Foundation is required.
At least two Vendor specific application certifications (if offered) are strongly preferred
ITIL 4 advanced certifications are strongly preferred
ServiceNow Performance Analytics, ITSM, CSM certifications preferred

Nice To Haves

Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred.

Responsibilities

Possess expert level technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications.
Escalation resource for assigned systems; serve as the primary technical contact for vendors of assigned systems; participate in strategic planning related to assigned systems.
Develop and manage workflows, playbooks, and other documentation required to support and sustain assigned systems and associated processes.
Direct and manage the implementation of configuration changes to provide proper functionality of assigned systems; coordinate and perform, as needed, routine testing to validate that assigned systems are working as designed.
Provide expert level technical advice regarding assigned systems to other IT personnel; guide the creation, execution, and management of a strategic roadmap for assigned systems which ensures best practices and standards are followed.
Consult with and direct the business in optimizing the use of assigned systems and associated workflows. Stay up to date with the latest system features and enhancements, recommending and implementing improvements.
Serve as the Technical Product Owner of assigned systems. Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems.
Direct and manage the regular maintenance activities for assigned systems, including system upgrades and performance tuning.
Lead inter-discipline, department, and group meeting discussions concerning system functionality.
Develop and manage a set of KPIs to measure and subsequently manage system effectiveness.
Monitor system activity to ensure processes are working properly.
Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time.