Itsm jobs in Upper Canada Mall, ON

About Compugen

Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture

We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview:

We are seeking an experienced ServiceNow Platform Analytics Developer to design, develop, and maintain enterprise-grade dashboards and reporting solutions within ServiceNow. This role will be responsible for building executive, operational, and service management dashboards using native ServiceNow Platform Analytics capabilities, translating business requirements into actionable visualizations, and ensuring data accuracy, usability, and governance across multiple ITSM domains.

The successful candidate will work closely with Service Management Office (SMO), Service Delivery, IT Operations, and Analytics stakeholders to deliver dashboards that provide actionable insights into Incident, Problem, Change, Request, SLA, CMDB, Asset, Vendor, Knowledge, and Service Desk performance. The contractor will also contribute to the development of additional operational and executive reporting solutions as organizational reporting needs evolve.

Key Responsibilities:

Dashboard Development & Analytics

• Design and develop interactive dashboards, scorecards, reports, and visualizations using ServiceNow Platform Analytics.
• Build executive-level KPI dashboards focusing on service performance, SLA attainment, operational efficiency, quality, and customer experience metrics.
• Create multi-tab dashboard solutions covering:
  • Incident Management
  • Major Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Catalog Task Analytics
  • Service Desk & Case Management
  • Knowledge Management
  • CMDB & Asset Management
  • Vendor Performance Analytics
• Configure time-series charts, KPI scorecards, trend analysis, aging reports, backlog visualizations, Top-N analyses, drilldowns, and operational reporting widgets.
• Develop reusable dashboard components and visualization standards to improve consistency and scalability across reporting solutions.
• Implement dashboard filters, drilldowns, and navigation frameworks to enhance user experience and data exploration capabilities.

Data Analysis & Validation

• Assess ServiceNow table structures, relationships, and data availability to support reporting requirements.
• Validate dashboard outputs against existing reports and source data.
• Ensure metric calculations, aggregations, and visualizations accurately represent agreed-upon business definitions.
• Investigate data anomalies and work with technical teams to resolve reporting or data quality issues.
• Develop documentation for KPI definitions, reporting logic, and dashboard governance.

Skills & Qualifications:

Technical Skills

• 5+ years of ServiceNow reporting, analytics, or dashboard development experience.
• 3+ years of hands-on experience with ServiceNow Platform Analytics, Reporting, or Performance Analytics capabilities.
• Strong understanding of ServiceNow ITSM modules.
• Experience designing executive dashboards, operational scorecards, KPI frameworks, and service management reporting solutions.
• Strong understanding of ServiceNow data tables and relationships.
• Experience implementing complex dashboard filtering, drilldowns, grouping, aggregation, and trend analysis.

Professional Skills

• Strong stakeholder management and communication skills.
• Ability to work independently and manage multiple reporting initiatives simultaneously.
• Strong problem-solving and analytical thinking capabilities.
• Excellent documentation and requirements gathering skills.
• Comfortable presenting findings and recommendations to technical and business audiences.

Preferred Qualifications

• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow Performance Analytics certification
• Experience with ITIL service management practices

Equity Statement

At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

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