Remote ServiceNow Analyst — ITSM, Docs & DR Lead

ASM Research, An Accenture Federal Services Company; Nashville (TN); Remote; USD 70,000 - 91,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, seeks a ServiceNow Analyst to document requirements and implement light-weight workflow changes across ITSM processes. The role emphasizes maintaining configurations, architecture, and procedures while supporting training materials and audits.

You will coordinate with engineers on enhancements, assist with backup and disaster-recovery testing, and contribute to knowledge-base content for end users and operations teams.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 0–3 years of experience in ServiceNow, ITSM support, or related roles.
• Ability to translate business needs into clear requirements and simple configurations.
• Familiarity with ServiceNow workflows, forms, and reporting; basic administration concepts.
• Ability to create and maintain high-quality documentation.
• Must be eligible for a Public Trust clearance and U.S. citizenship.

Responsibilities

• Gather and document business and functional requirements for new or enhanced ServiceNow features.
• Configure basic workflows, forms, catalogs, and reports in ServiceNow.
• Maintain platform documentation including configurations, architecture, data flows, and procedures.
• Participate in backup, recovery, and disaster-recovery planning and testing.
• Contribute to user guides, knowledge-base articles, and quick-reference materials.
• Coordinate with ServiceNow engineers on enhancements, providing requirements and test cases.
• Assist with routine operations and monitoring, including basic troubleshooting and coordination with support teams.

Skills

Problem Solving

Communication

Collaboration

Requirements gathering

Documentation

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

ServiceNow

Job description

ASM Research, an Accenture Federal Services Company, seeks a ServiceNow Analyst to document requirements and implement light-weight workflow changes across ITSM processes. The role emphasizes maintaining configurations, architecture, and procedures while supporting training materials and audits.

You will coordinate with engineers on enhancements, assist with backup and disaster-recovery testing, and contribute to knowledge-base content for end users and operations teams.