Remote ServiceNow Analyst - ITSM & Documentation Lead

ASM Research, An Accenture Federal Services Company; Lincoln (NE); On-site; USD 70,000 - 91,000; Full time

Job summary

ASM Research is seeking a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform, focusing on documenting requirements and implementing lighter-weight changes to workflows, reports, and knowledge content. The role collaborates with stakeholders to ensure capabilities align with operational needs and continuity objectives.

The analyst maintains up-to-date configurations, architecture, and procedures, coordinates with engineers on enhancements, and supports backup,

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant work experience.
• 0–3 years of experience in ServiceNow, ITSM support, business/systems analysis, or closely related application-support roles.
• Strong problem-solving, communication, and collaboration skills, with the ability to translate business needs into clear functional requirements and simple configurations.
• Familiarity with ServiceNow workflows, forms, reporting, and basic administration concepts, or with comparable IT service-management platforms.
• Ability to create and maintain high-quality documentation, including configuration records, procedures, and user-facing materials.
• Ability to obtain and maintain a Public Trust investigation and U.S. citizenship as required for this remote federal IT position.

Responsibilities

• Gather and document business and functional requirements for new or enhanced ServiceNow features, including ITSM and other enterprise-service processes.
• Configure basic workflows, forms, fields, catalogs, and reports in ServiceNow to support incident, request, change, and related service-management processes.
• Maintain comprehensive platform documentation, including configuration details, architecture diagrams, data flows, and operational procedures required for audits and continuity planning.
• Participate in backup, recovery, and disaster-recovery planning and testing for ServiceNow, helping validate procedures and update documentation as changes occur.
• Support training and enablement by contributing to user guides, knowledge-base articles, and quick-reference materials for ServiceNow capabilities.
• Coordinate with ServiceNow engineers and architects on more complex enhancements, providing clear requirements, test cases, and feedback during configuration and UAT.
• Assist with routine operations and monitoring for the platform, including basic troubleshooting, issue documentation, and coordination with support teams.

Skills

Problem-solving

Communication

Collaboration

Requirements gathering

Documentation

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field

Tools

ServiceNow

ITIL Foundation

ServiceNow CPA/SA

Job description

ASM Research is seeking a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform, focusing on documenting requirements and implementing lighter-weight changes to workflows, reports, and knowledge content. The role collaborates with stakeholders to ensure capabilities align with operational needs and continuity objectives.

The analyst maintains up-to-date configurations, architecture, and procedures, coordinates with engineers on enhancements, and supports backup,