ServiceNow Analyst: ITSM, Docs & DR Lead

ASM Research, An Accenture Federal Services Company; Concord (NH); On-site; 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 changes to workflows, reports, and knowledge content.

You will work with stakeholders to ensure capabilities, documentation, and training materials align with operational needs and continuity-of-operations objectives.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 0–3 years of experience in ServiceNow, ITSM support, or related analysis roles.
• Strong problem-solving and communication skills, with ability to translate needs into clear requirements and simple configurations.
• Familiarity with ServiceNow workflows, forms, reporting, and basic administration concepts.
• Ability to create and maintain high-quality documentation including configuration records and procedures.
• Must be able to obtain and maintain a Public Trust and U.S. citizenship for this remote federal IT position.

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 ITSM processes.
• Maintain comprehensive platform documentation, including configuration details and data flows.
• Participate in backup, recovery, and disaster-recovery planning and testing for ServiceNow.
• Support training and enablement by contributing to user guides and knowledge-base articles.
• Coordinate with ServiceNow engineers on complex enhancements and provide requirements and test cases for UAT.
• Assist with routine operations and monitoring for the platform and basic troubleshooting.

Skills

Problem-solving

Communication

Collaboration

Education

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

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 changes to workflows, reports, and knowledge content.

You will work with stakeholders to ensure capabilities, documentation, and training materials align with operational needs and continuity-of-operations objectives.