ServiceNow Developer & Analytics/Reporting Specialist - Electronic Health Record

Job Summary

ServiceNow Developer & Analytics/Reporting Specialist - Electronic Health Record (EHR)
Overview:

Aptive Resources LLC is seeking an experienced and technically proficient ServiceNow Developer & Analytics/Reporting Specialist to support the Department of Veterans Affairs (VA) Electronic Health Record (EHR) program. This full-time role will play a key part in building, stabilizing, enhancing, and reporting on ServiceNow-based solutions critical to the VA's Single-Pathway Issue-Resolution system and other CPMO-led efforts.

This is a hands-on development and analytics/reporting position, ideal for someone who is confident working within the constraints of a regulated federal IT environment and capable of operating independently on both front-end/back-end ServiceNow development and ServiceNow-native reporting, dashboarding, and Performance Analytics tasks. The ideal candidate brings technical fluency, data analysis skills, problem-solving ability, and a strong understanding of VA/OIT systems and processes. ServiceNow analytics and reporting is a primary responsibility for this role; the candidate must be able to deliver reporting directly in ServiceNow (SNOW), not rely solely on external BI support.
Primary Responsibilities

- Lead technical development and configuration of the ServiceNow MVP for the Single-Pathway Issue-Resolution platform, working closely with PMs and BAs to ensure delivery on schedule and in compliance with VA requirements.

- Design, build, and maintain ServiceNow applications and workflows, including Service Portal pages, UI actions, business rules, client/server scripts, and automated notifications.

- Own ServiceNow-native analytics and reporting as a primary responsibility, including creation and maintenance of reports, dashboards, scheduled reports, Performance Analytics widgets, and role-based views directly in ServiceNow.

- Configure and support Performance Analytics data sources, indicators, breakdowns, targets, scorecards, and trend analysis to measure issue-resolution performance, SLA adherence, backlog health, and operational throughput.

- Translate stakeholder reporting questions into actionable ServiceNow metrics, KPI definitions, dashboard requirements, data validation routines, and recurring analytics outputs for PMO, functional, and executive audiences.

- Collaborate with cross-functional teams using Agile Scrum, contributing to sprint planning, daily standups, and backlog refinement. Use Jira to manage user stories, track tasks, and update development progress.

- Contribute to test case development and support User Acceptance Testing (UAT), stabilization, and bug remediation cycles alongside QA and functional leads.

- Follow VA OIT development standards and security guidelines throughout the SDLC. Ensure documentation and change management processes are maintained.

- Proactively identify platform issues, propose solutions, and deliver clean, testable, and compliant code.

- Participate in post-MVP backlog development and refinement to support evolving system needs and integration into VA enterprise architecture.

Minimum Qualifications

- 3-5 years of hands-on ServiceNow development experience with demonstrated ServiceNow-native analytics and reporting experience, OR active CSA (Certified System Administrator) and CAD (Certified Application Developer) certifications with comparable implementation experience.

- Strong proficiency in both Service Portal (front-end) and core platform (back-end) ServiceNow development.

- Hands-on experience building reports, dashboards, and Performance Analytics solutions directly in ServiceNow (SNOW), including data sources, indicators, breakdowns, widgets, filters, scheduled reports, and dashboard security/visibility.

- Ability to perform the combined development and analytics/reporting role: developing ServiceNow functionality while also analyzing data, defining KPIs, and producing clear operational insights.

- Experience working i