Note: The job is a remote job and is open to candidates in USA. 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 role will focus on building, stabilizing, enhancing, and reporting on ServiceNow-based solutions critical to the VA's operations.
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
Skills
- 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 in regulated IT environments, ideally within federal healthcare or the VA OIT system
- Familiarity with Jira, Agile Scrum practices, and version control/documentation workflows
- Excellent communication and documentation skills. Able to translate business requirements into technical designs, and explain technical issues to non-developers
- U.S. Citizenship and ability to obtain a Public Trust clearance
- Direct experience supporting VA ServiceNow development, ServiceNow analytics/reporting, or other VA IT platforms (e.g., CDW, VistA)
- ServiceNow Performance Analytics experience or certification; familiarity with ServiceNow Reporting, Analytics Hub, dashboard governance, or equivalent SNOW reporting capabilities
- Experience developing executive, operational, SLA, incident/problem/request, or issue-resolution reporting in a federal healthcare or VA delivery environment
- Understanding of VA OIT tollgate, governance, and deployment processes
- Familiarity with QA/test workflows, including experience supporting stabilization and remediation efforts
- Exposure to Tiered Hub Process (THB) models or distributed Agile team structures
- Ability to work in high-pressure, delivery-critical environments with shifting priorities and multiple dependencies
Company Overview