Share this Job

ServiceNow Performance Manager

Job Requisition ID:  40402

Eastman’s current hiring policy encourages and prefers new hires be fully vaccinated before reporting to work in this role when possible. 

Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company's innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end-markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,500 people around the world and serves customers in more than 100 countries. The company had 2020 revenues of approximately $8.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit


The ServiceNow Performance Manager is responsible for the development of standard metrics to provide visibility/transparency for Quality, Leverage, Cost, Risk, User Experience, and Speed of IT services. This position also owns all reporting in the ServiceNow platform. They lead a remote team which develops executive and operational metrics and provides consulting services for ad-hoc metrics. The Service Performance Manager position requires strong analytical, organizational and follow-through skills with a clear understanding of the IT software support mechanism and organization.  The successful candidate will enable new and existing systems with performance metrics, coordinate the service team’s use of performance metrics, and develop strategic relationships with the IT support organization(s).  The Service Performance Manager also plays a key role in validating the value delivered by systems after they’ve been implemented.

Focal point for IT related metrics requests and questions. Serve as the Product Owner for all ServiceNow reporting and other internal IT reporting needs. 
Develop a standard framework for the capture and exposure of service performance metrics via dashboards that perform acceptably and deliver measurable value.
Collaborate with service teams to select/align appropriate data and ensure enablement of dashboards.
Enhance/update service dashboards to maintain relevance.
Manage all ServiceNow reporting. Develop new dashboards based on IT and partner needs.
Provide dashboards to ensure systems. Prioritize and maintain Mavericks Kanban queue.
IT Metrics - report scoping activities to provide to Mavericks.
Represent interests of ITSMO for the purpose of reporting needs on larger projects.
Redirect technical issues related to BI architecture to other teams for resolution.
Provide communication by various methods to show IT SMO Metrics progress, status, and value.
Collaborate with BI Supervisor to establish standards for report branding and visualization best practices.
Engage with BI Community of Practice.
Maintain awareness of development needs and career goals of team members. Be an advocate to advance both.


Strong analytical and problem-solving skills
Good communication skills; the ability to convey ideas in written form and the capability to share those ideas verbally in a clear, concise manner
Good collaboration and relational skills; comfortable working with other skilled professionals on project teams toward common goals
Self-directed, organized, takes responsibility for the actions of teams
Knowledge of Business Intelligence and statistical methods
Ability to take abstract value propositions and reduce them to measurable form
Strong facilitation skills
Foundational technical skills



Minimum Bachelor’s degree (Computer Science or Information Systems preferred)


Knowledge of IT organization
Skilled at design and configuration of data visualizations
Good statistical and data analysis skills
Good understanding of BI tools

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.

Nearest Major Market: Asheville
Nearest Secondary Market: Knoxville

Job Segment: Consulting, Information Systems, Performance Management, Computer Science, Application Developer, Technology, Human Resources