Job description:

Advanced Platform Analytics & Reporting

Performance Analytics (PA): Build and maintain complex PA indicators, breakdowns, and data collectors to track long-term trends and business performance.
Dashboard Architecture: Design interactive dashboards within the Platform Analytics Workspace and the CSM Configurable Workspace.
Data Visualization: Utilize UI Builder and the Next Experience components to create modern, data-driven visualizations for agents and managers.
Data Quality & Cleansing: Create and manage Data Certification schedules and scripts to ensure the accuracy of foundation data used in reporting.

CSM-Specific Insights

CSM KPI Tracking: Implement industry-standard CSM metrics such as First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and Case Deflection rates.
Customer Central Analytics: Configure and customize the Customer Activity and Customer Information tabs to provide real-time insights into customer engagement and health.
B2B & B2C Reporting: Build tailored reporting views for Account-based (B2B) structures and Consumer-based (B2C) trends.

Technical Qualifications

Platform Experience:5+ years of ServiceNow development, with a mastery of Performance

Analytics (PA) and Reporting (Recent 3+ years).

Technical Skills: Strong proficiency in JavaScript (Glide API), SQL-like query structures, UI Builder,

and the Next Experience Framework.

Must have:

Builds PA indicators + formulas

Designs dashboards (not just reports)

Understands KPI business linkage

Handles troubleshooting

Some CSM exposure

ServiceNow Analytics