Overview:     

Responsibilities involve designing, implementing, and maintaining ServiceNow Platform Analytics and Reporting solutions to drive strategic and accurate decision making, with a focus on CMDB performance health and KPI/Metrics.

Primary Responsibilities:

• Design and implement advanced Platform Analytics solutions including custom reports, visualizations and interactive dashboards within ServiceNow
• Create and maintain various types of ServiceNow performance indicators, breakdowns, targets, widgets and dashboards, as specified by business partners and other related teams
• Create/modify scripts and database views for use in analytics
• Collaborate with stakeholders and other technological teams to understand and document their needs and requirements.
• Identify and manage opportunities for analytics improvement initiatives
• Establish and maintain a platform-wide governance framework for ServiceNow Platform Analytics
• Ensure the technical environment for dashboards are available and functioning as needed (i.e., appropriate Report Sources or Database Views)
• Mentor the organization of Platform Analytics services, concepts, policies, and procedures, including training for applicable groups
• Ensure the accuracy and completeness of CMDB data, addressing errors and identifying root causes and assist in developing solutions with engineering staff.
• Identify opportunities for process improvement and automation within the CMDB and related processes.
• Assist in documenting CMDB processes when needed as well as providing training to other technical staff and management
• Adhere to M&T internal control standards, including participation of internal and external audit points together with any issues raised by external regulators as applicable.
• Develop a thorough understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and business lines.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity and reflects the M&T Bank brand.

Education and Experience Required:

Combined minimum of 6 years’ higher education and/or work experience in systems design, management and/or architecture.

Education and Experience Preferred:

Bachelor’s degree in Computer Science or Computer Engineering

Minimum 4 years’ professional experience in a technical engineering position involving infrastructure design technologies, data management and interchange, system design and/or development for complex applications

• Ability to translate complex business and functional requirements into structured high-quality implementations using any variety of industry standard approaches
• Advanced technical and analytical skills
• Advanced problem solving and troubleshooting skills, including identification of root causes
• Advanced knowledge and advanced expertise in industry and/or vendor technologies
• Able to solicit, gather, document, and analyze system specifications and requirements
• Ability to work independently and collaboratively with others in a team environment
• Ability to use effective facilitation skills and techniques to elicit and review requirements from a diverse range of stakeholders and group size
• Understanding of how supported technologies interact with other systems and services  
• Excellent written and verbal communication skills
• Effective influencing skills
• Process-oriented, adaptable, logical thinker
• Able to learn independently and quickly in a rapid pace environment
• Knowledge of ServiceNow development techniques and JavaScript
• Knowledge of the ServiceNow CMDB processes and functions, including Discovery and HAM/SAM
• Experience with data modeling, metrics, KPI and KRI
• Understanding of data visualization principles (effective charts and story telling with data)
• Familiarity of agile principles a plus
• Strong understanding of ServiceNow CMDB concepts, ITIL processes, and automation technologies
• Experience with other BI tools a plus
• Completed ServiceNow training in System Administrator/Platform Analytics/Discovery/HAM/SAM

Location