• Job Description

  Req#: 65526

  This position offers a base salary range of $71,651.00 - $119,419.00 per year, depending on experience and qualifications, plus bonus based on company performance.

  One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts!

  The ServiceNow Reporting and Analytics Technologist is responsible for designing, developing, and maintaining Performance Analytics solutions that enable data-driven decision-making across the organization. This role partners closely with stakeholders, process owners, and platform teams to translate business objectives into meaningful KPIs, dashboards, and reports within the ServiceNow platform.
  
  This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC).

  
  OVERVIEW
  
  

  Provide advanced technical support, administration, and configuration for designated ITSM/CRM systems or applications through advanced business process analysis for all assigned systems or applications. Act as a super user and trainer for assigned systems.

  
  RESPONSIBILITIES (other duties may be assigned)
  
  

  1. Possess advanced technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications.
  2. Initial and escalation resource for assigned systems.
  3. Manage daily administration of assigned systems to help ensure efficient, reliable performance. Develop and maintain documentation required to support and sustain assigned systems and associated processes.
  4. Make necessary configuration changes to provide proper functionality of assigned systems; provide direct guidance to less experienced IT personnel.
  5. Provide technical advice regarding assigned systems to other IT personnel, ensuring best practices and standards are followed.
  6. Provide advanced business process analysis related to assigned systems. Stay up to date with latest system features and enhancements.
  7. Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems.
  8. Lead the regular maintenance activities for assigned systems, including system upgrades and performance tuning.
  9. Lead inter-discipline, department, and group meeting discussions concerning system functionality.
  10. Create advance reports and metrics from assigned systems upon request.
  11. Monitor system activity to ensure processes are working properly.
  12. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time.

  
  QUALIFICATIONS
  
  

  (Equivalent combinations of education, licenses, certifications and/or experience may be considered)

  Education
  • Bachelor’s degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required.
  • Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred.

  Experience
  • Minimum 7 years of applicable experience in a technology environment required

  • Specialization in ServiceNow Performance Analytics, CSM, ITSM, and ITOM preferred

  Licenses/Certifications

  • ServiceNow Performance Analytics, ITSM, CSM preferred
  • ITIL 4 Foundation is strongly preferred
  • ITIL 4 advanced certifications are preferred
  • Vendor specific application certifications are strongly preferred

  Tools & Equipment
  • General office equipment

  
  ACCOMMODATIONS
  
  

  Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

  
  

  (Equivalent combinations of education, licenses, certifications and/or experience may be considered)

  Education
  • Bachelor’s degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required.
  • Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred.

  Experience
  • Minimum 7 years of applicable experience in a technology environment required

  • Specialization in ServiceNow Performance Analytics, CSM, ITSM, and ITOM preferred

  Licenses/Certifications

  • ServiceNow Performance Analytics, ITSM, CSM preferred
  • ITIL 4 Foundation is strongly preferred
  • ITIL 4 advanced certifications are preferred
  • Vendor specific application certifications are strongly preferred

  Tools & Equipment
  • General office equipment

  
  

  1. Possess advanced technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications.
  2. Initial and escalation resource for assigned systems.
  3. Manage daily administration of assigned systems to help ensure efficient, reliable performance. Develop and maintain documentation required to support and sustain assigned systems and associated processes.
  4. Make necessary configuration changes to provide proper functionality of assigned systems; provide direct guidance to less experienced IT personnel.
  5. Provide technical advice regarding assigned systems to other IT personnel, ensuring best practices and standards are followed.
  6. Provide advanced business process analysis related to assigned systems. Stay up to date with latest system features and enhancements.
  7. Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems.
  8. Lead the regular maintenance activities for assigned systems, including system upgrades and performance tuning.
  9. Lead inter-discipline, department, and group meeting discussions concerning system functionality.
  10. Create advance reports and metrics from assigned systems upon request.
  11. Monitor system activity to ensure processes are working properly.
  12. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time.

• About the company

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