Service Now Developer/Dashboard Lead

Aretum•Arlington, VA

About The Position

Aretum is seeking a skilled ServiceNow Developer to support stakeholders by leading ServiceNow development, dashboard creation, portfolio governance reporting, and migration efforts (including Jira to ServiceNow), while integrating data across tools and managing IT service workflows. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Requirements

7-10 years experience
BA or BS in relevant field such as Business Management, Communications, Organizational Management, Computer Science, Engineering
DHS Suitability/preferably with CISA

Nice To Haves

Ideally experienced in customer service, especially using ServiceNow or similar customer service management platforms such as ZenDesk, Salesforce Service Cloud, Help Scout, etc.

Responsibilities

Provide development capabilities to support ServiceNow organizational milestones, dashboards, and processes
Migrate project instance from Jira to ServiceNow
Creates and maintains Executive, Annual Operating Plan (AOP), and Internal Milestone dashboards
Creates/maintains portfolio governance reporting and processes
Generate reports for review and planning events
Manages the upload and updates process of activities and milestones in ServiceNow
Integrate reporting data with other tools/system
Develops and maintains backlog of solutions prioritized by the client and Develops workflows within ServiceNow
Oversee business management planning, integration, and execution of service IT and customer workflows for all customer segments from as identified through governance materials and frameworks into the ServiceNow application.
Develop, review, and align ServiceNow documentation (playbooks, internal and external user guides, testing materials, etc.) with ServiceNow processes to ensure usability and understanding for all customer segments.
Manage continuous improvement (testing) of service processes within the ServiceNow application regularly
Strong coordination skills – able to recognize or establish appropriate protocols between high level government managers and able to display strong persuasion skills to build consensus among teams
Strong communication skills through both writing, building out documents and briefings, and acting as a facilitator
Strong comfort level with MS tools such as Word, Excel, PowerPoint, SharePoint, and Teams – especially with tools like SharePoint and Teams has the ability to utilize these tools in a manner that benefits process development and recognition
Comfort level in developing dashboards – background in Power BI
Strong process development skills with the ability to understand how multiple stakeholders impact the process and able to communicate this process both verbally and visually