ServiceNow Analyst & Documentation Lead (Remote)

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

Job summary

ASM Research, an Accenture Federal Services company, seeks a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform, focusing on documenting requirements and implementing lightweight workflow changes. You will maintain configuration records, coordinate with engineers on complex enhancements, and support backup and disaster-recovery testing for ServiceNow services.

The role emphasizes documentation, stakeholder collaboration, and training material development to ensure

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent work experience.
• 0–3 years experience in ServiceNow, ITSM support, business/systems analysis, or related roles.
• Strong problem-solving, communication, and collaboration skills.
• Familiarity with ServiceNow workflows, forms, reporting, and basic administration concepts.
• Ability to create and maintain high-quality documentation.
• Must be eligible for Public Trust and U.S. citizenship for 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 platform documentation, including configuration details, architecture diagrams, data flows, and procedures for audits and continuity planning.
• Participate in backup, recovery, and disaster-recovery planning and testing for ServiceNow, updating documentation accordingly.
• Assist with training by contributing to user guides and knowledge-base articles.

Skills

ServiceNow

ITSM

Documentation

Communication

Collaboration

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

ASM Research, an Accenture Federal Services company, seeks a ServiceNow Analyst to analyze and configure the enterprise ServiceNow platform, focusing on documenting requirements and implementing lightweight workflow changes. You will maintain configuration records, coordinate with engineers on complex enhancements, and support backup and disaster-recovery testing for ServiceNow services.

The role emphasizes documentation, stakeholder collaboration, and training material development to ensure