ServiceNow Analyst: ITSM Config & Documentation Lead

ASM Research, An Accenture Federal Services Company; Bismarck (ND); 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 lighter-weight changes to workflows, reports, and knowledge content.

The role maintains up-to-date configuration records, coordinates with engineers for complex enhancements, and supports backup, recovery, and disaster-recovery testing. It also contributes to training materials and user guides.

Qualifications

• Bachelor's degree or equivalent work experience.
• 0–3 years of experience in ServiceNow or ITSM-related roles.
• Strong problem-solving and communication skills; able to translate needs into clear requirements.
• Familiarity with ServiceNow workflows, forms, reporting, and basic admin concepts; knowledge of ITSM platforms.

Responsibilities

• Gather and document requirements for ServiceNow features (ITSM and enterprise services).
• Configure basic workflows, forms, catalogs, and reports in ServiceNow.
• Maintain platform documentation: configurations, architecture, data flows, procedures.
• Participate in backup, recovery, and disaster-recovery planning and testing.
• Support training by contributing to user guides and knowledge-base articles.
• Coordinate with ServiceNow engineers on complex enhancements and UAT.
• Assist with routine operations, monitoring, and issue documentation.

Skills

ServiceNow

ITSM

Documentation

Communication

Collaboration

Requirements gathering

Education

Bachelor's degree in CS/IT/Engineering

Equivalent relevant work experience

Tools

ServiceNow

ITSM platforms

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 lighter-weight changes to workflows, reports, and knowledge content.

The role maintains up-to-date configuration records, coordinates with engineers for complex enhancements, and supports backup, recovery, and disaster-recovery testing. It also contributes to training materials and user guides.