Remote ServiceNow Analyst - ITSM & DR Enablement

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

Job summary

ASM Research seeks a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform, focusing on documenting requirements and lightweight workflow changes. The role collaborates with stakeholders to ensure capabilities, documentation, and training align with operations and continuity objectives.

The analyst maintains configuration records, coordinates with engineers on enhancements, and supports backup, recovery, and testing activities while contributing to user guides and

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 0–3 years of experience in ServiceNow, ITSM support, business/systems analysis, or related roles.
• Strong problem-solving, communication, and collaboration skills with the ability to translate business needs into clear requirements and simple configurations.
• Familiarity with ServiceNow workflows, forms, reporting, and basic administration concepts, or with comparable IT service-management platforms.
• 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.
• 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

Education

Bachelor’s degree in CS / IT / Engineering

Tools

ServiceNow

ITSM

Job description

ASM Research seeks a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform, focusing on documenting requirements and lightweight workflow changes. The role collaborates with stakeholders to ensure capabilities, documentation, and training align with operations and continuity objectives.

The analyst maintains configuration records, coordinates with engineers on enhancements, and supports backup, recovery, and testing activities while contributing to user guides and