Senior Data Analyst – ServiceNow Performance Analytics & ITSM Metrics
About The Position
Custom Software Systems, Inc. (CSS) seeks a hands-on Senior Data Analyst to support analytics and metrics work for the VA’s Office of Information and Technology (OIT), Office of the Chief Data and Analytics Officer. The role turns 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. The analyst works on a small team led by the VA PARS & ServiceNow Performance Analytics Lead, and work is peer-reviewed before it reaches VA. The position is remote, with occasional one-day trips to Washington, DC, and core hours that overlap Eastern Time.
Requirements
- 12+ years in IT or data analysis.
- Hands-on ServiceNow reporting and Performance Analytics experience.
- SQL/T-SQL skills and experience with Power BI or a comparable BI tool.
- Applied statistics for trend and root-cause analysis.
- Clear writing for non-technical audiences.
- US citizenship.
- Bachelor’s degree; no substitution.
- Experience with ServiceNow (reporting and Performance Analytics), Power BI, Tableau, SQL Server, Jira, and VA platforms including NCVAS/Foundry, Databricks, and Esri ArcGIS.
Nice To Haves
- VA PARS experience.
- VA OIT or other federal IT experience.
- ITIL 4 Foundation.
- ServiceNow certification.
- Tableau or Esri ArcGIS experience.
- Python or R.
- Section 508-compliant dashboard design.
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 identified data issues.
- Perform diagnostic, trend, and predictive analyses to 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
