ServiceNow Analyst: ITSM, Docs & DR Planning

ASM Research, An Accenture Federal Services Company; Lansing (MI); 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 implementing light workflow and report changes. You will ensure alignment with operations and continuity objectives, maintain configurations and procedures, and coordinate with engineers on enhancements.

The role emphasizes documenting, training support, and participating in backup, recovery testing, with a focus on meeting

Qualifications

• Bachelor’s degree in Computer Science, IT, Engineering, or related field, or equivalent work experience.
• 0–3 years of ServiceNow, ITSM, or related analysis experience.
• Strong problem-solving, communication, and collaboration skills to translate needs into clear requirements.
• Familiarity with ServiceNow workflows, forms, reporting, and basic admin concepts or similar ITSM systems.
• Ability to create and maintain high-quality documentation and configuration records.
• Eligible for a Public Trust investigation and U.S. citizenship for this remote federal IT role.

Responsibilities

• Gather and document business and functional requirements for ServiceNow features across ITSM processes.
• Configure basic workflows, forms, catalogs, and reports to support incident, request, change, and related processes.
• Maintain platform documentation, including configurations, architecture diagrams, data flows, and procedures.
• Participate in backup, recovery, and disaster-recovery planning and testing, updating docs as changes occur.
• Support training by contributing user guides and knowledge-base articles for ServiceNow.
• Coordinate with ServiceNow engineers on complex enhancements, providing clear requirements and test cases.
• Assist with routine operations and monitoring, including basic troubleshooting and coordination with support teams.

Skills

Problem solving

Communication

Collaboration

ServiceNow familiarity

Documentation

Public Trust eligibility/U.S. citizens

Education

Bachelor’s degree in Computer Science, IT, Engineering, or related field

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 implementing light workflow and report changes. You will ensure alignment with operations and continuity objectives, maintain configurations and procedures, and coordinate with engineers on enhancements.

The role emphasizes documenting, training support, and participating in backup, recovery testing, with a focus on meeting