Remote ServiceNow Analyst: ITSM & Documentation Lead

ASM Research, An Accenture Federal Services Company; Richmond (VA); 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, documenting requirements and delivering lightweight workflow changes. The role emphasizes alignment with operations and continuity-of-operations objectives.

You will maintain configuration records, coordinate with engineers on enhancements, support backups and disaster-recovery testing, and contribute to user guides and training materials for

Qualifications

• Bachelor's degree or equivalent relevant work experience.
• 0–3 years of ServiceNow or ITSM-related experience.
• Ability to translate business needs into clear functional requirements.
• Ability to obtain Public Trust and U.S. citizenship for this remote federal IT position.
• Strong documentation and communication skills.

Responsibilities

• Gather and document business and functional requirements for new or enhanced ServiceNow features.
• 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

ServiceNow familiarity

Documentation

Public Trust eligibility

Education

Bachelor's degree in Computer Science / IT / Engineering or related field

Equivalent relevant work experience

Job description

ASM Research, An Accenture Federal Services Company, is seeking a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform, documenting requirements and delivering lightweight workflow changes. The role emphasizes alignment with operations and continuity-of-operations objectives.

You will maintain configuration records, coordinate with engineers on enhancements, support backups and disaster-recovery testing, and contribute to user guides and training materials for