Remote ServiceNow Analyst — ITSM & Documentation Lead

ASM Research, An Accenture Federal Services Company; City of Albany (NY); Remote; USD 70,000 - 91,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform. You will document requirements, implement lightweight workflow changes, and maintain up-to-date configurations and procedures.

Collaboration with engineers and training teams will ensure alignment with operational needs and continuity objectives. The role emphasizes documentation, testing, and support for incident, request, change, and related

Qualifications

• Bachelor’s degree or equivalent work experience.
• 0–3 years in ServiceNow/ITSM or related roles.
• Strong problem-solving, communication, and collaboration skills.
• Familiarity with ServiceNow workflows, forms, reporting, or ITSM platforms.
• Ability to create and maintain high-quality documentation.
• Must be able to obtain and maintain 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, fields, catalogs, and reports in ServiceNow.
• Maintain platform documentation including configuration, architecture diagrams, and data flows.
• Participate in backup, recovery, and disaster-recovery planning and testing for ServiceNow.
• Assist with user guides, knowledge-base articles, and quick-reference materials.
• Coordinate with ServiceNow engineers on more complex enhancements and user acceptance testing.
• Assist with routine operations and monitoring for the platform.

Skills

Problem-solving

Communication

Collaboration

ServiceNow familiarity

Documentation

Public Trust clearance eligibility

Education

Bachelor’s degree or equivalent work experience

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform. You will document requirements, implement lightweight workflow changes, and maintain up-to-date configurations and procedures.

Collaboration with engineers and training teams will ensure alignment with operational needs and continuity objectives. The role emphasizes documentation, testing, and support for incident, request, change, and related