ServiceNow Reporting & Documentation Specialist

WE DO WHAT WE SAY

JTSi is a federal government consulting firm, providing technical services to the Federal Government, i.e., DoD, Client and various Civilian Agencies. We are proud to have earned the reputation of honesty, integrity and the ability to build long‑term professional relationships with our employees and clients. Please visit our website at www.JTSUSA.com to learn more about who we are and what we do.

Company Name: JTSi (Johnson Technology Systems, Inc.)

Title: SAP Cloud MSP Reporting and Documentation Specialist

Location: Onshore

Salary: $80K - $81K on W2

Description Of Project And Tasks

Creating daily, weekly, and monthly ServiceNow operational reports covering incidents, service requests, changes, SLA compliance, backlog, ticket aging, and service trends

Building and maintaining ServiceNow dashboards, analytical reports, KPI views, and reporting packs for internal leadership and customers

Reviewing and validating incident, request, change, and task records within ServiceNow for completeness, accuracy, categorization, assignment, resolution notes, and closure evidence

Performing ticket‑quality reviews and identifying reporting, workflow, and documentation improvement opportunities

Maintaining SOPs, runbooks, work instructions, escalation matrices, knowledge articles, and shift‑handover documentation

Managing, organizing, and maintaining operational documentation, reporting artifacts, knowledge content, and team resources within SharePoint

Coordinating with SAP support teams to capture recurring issues, root‑cause trends, known errors, and process updates

Supporting audit‑ready operational reporting, governance, and documentation in a compliance‑sensitive environment

The Ideal Background Includes

3+ years of experience in ServiceNow reporting, IT operations, managed services, service delivery, or technical documentation

Hands‑on experience creating ServiceNow reports, dashboards, SLA/KPI reporting, backlog analysis, ticket‑aging reports, or Performance Analytics views

Experience with Incident, Request, Change, Problem, Knowledge, and other ITIL‑based ServiceNow processes

Strong documentation skills, including SOPs, runbooks, knowledge articles, and operational procedures

Required hands‑on SharePoint experience supporting document libraries, permissions, version control, collaboration sites, knowledge repositories, and operational documentation management

Familiarity with SAP support operations or SAP BASIS environments is preferred

Experience supporting Federal, DoD, ITAR, FedRAMP, or other regulated environments is a plus

We recruit, employ, train, compensate and promote without regard to race, religion, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other characteristic protected by federal, state, or local law.

Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment. If you are not reviewing this job posting on our Careers' site http://jtsusa.com/careers or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at http://jtsusa.com/careers

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