Senior Data Analyst – ServiceNow Performance Analytics & ITSM Metrics

customsoftwaresystems Open

Hybrid Washington Contract Senior Data Analysis & BI

At a glance

Senior Data Analysis & BI role at customsoftwaresystems. Washington · contract · $135,000–$155,000 base.

SalaryStated by customsoftwaresystems

$135,000 – $155,000

Base salary for this role, in USD per year, as published in the posting.

RoleData Analysis & BI

SenioritySenior

LocationWashington

WorkplaceHybrid

EmploymentContract

Base pay$135,000–$155,000

PostedNov 10, 2026

Role brief

dataroles summary, based on the employer's posting.

What you'll do

Produce routine and leadership-requested analyses from VA data to help OIT track IT products and service performance
Check authoritative VA sources, then flag or repair data problems you uncover
Use diagnostic, trend and predictive methods to explain changes, causes and likely next outcomes
Create and upkeep ServiceNow and Power BI dashboards that meet enterprise, refresh and accessibility rules
Tune SQL queries, record metric methods, review peer analyses and keep Jira work current each day

What you bring

At least twelve years of work in IT or data analysis
Hands-on ServiceNow reporting and Performance Analytics experience
SQL or T-SQL capability, alongside Power BI or a comparable BI platform
Applied statistics for trend and root-cause analysis, plus clear writing for nontechnical readers
A bachelor’s degree and U.S. citizenship

Who this fits

This senior, hands-on role suits an analyst comfortable producing and reviewing work in a small team. It is remote, with occasional one-day trips to Washington, DC, and core hours that overlap Eastern Time.

From the employer

Custom Software Systems, Inc. (CSS) seeks a hands-on Senior Data Analyst – ServiceNow Performance Analytics & ITSM Metrics to support analytics and metrics work for VA’s Office of Information and Technology (OIT), Office of the Chief Data and Analytics Officer. You’ll turn 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. You’ll work in a small team led by the VA PARS & ServiceNow Performance Analytics Lead, and your work is peer-reviewed before it reaches VA. Remote, with occasional one-day trips to Washington, DC. Core hours overlap Eastern Time.

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 the data issues you find.
Perform diagnostic, trend and predictive analyses that 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..

Citizenship

· US Citizenship

Required Qualifications

12+ years in IT or data analysis.
Hands-on ServiceNow reporting and Performance Analytics.
SQL/T-SQL; Power BI or a comparable BI tool.
Applied statistics for trend and root-cause analysis.
Clear writing for non-technical audiences.
Tools: ServiceNow (reporting and Performance Analytics), Power BI, Tableau, SQL Server, Jira; VA platforms including NCVAS/Foundry, Databricks and Esri ArcGIS.

Education