ServiceNow Analyst: ITSM & Documentation Lead

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking a ServiceNow Analyst to analyze requirements and configure lightweight changes to workflows, reports, and knowledge content on the enterprise ServiceNow platform.

The role collaborates with stakeholders to ensure documentation, training materials, and operational procedures align with continuity-of-operations objectives and audits, while maintaining up-to-date configuration records and coordinating with engineers on enhancements.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 0–3 years of experience in ServiceNow or ITSM support.
• Ability to obtain 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, 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 for ServiceNow capabilities.
• 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

Requirements translation

Education

Bachelor's degree or equivalent

Tools

ServiceNow

ITSM

Job description

ASM Research, An Accenture Federal Services Company is seeking a ServiceNow Analyst to analyze requirements and configure lightweight changes to workflows, reports, and knowledge content on the enterprise ServiceNow platform.

The role collaborates with stakeholders to ensure documentation, training materials, and operational procedures align with continuity-of-operations objectives and audits, while maintaining up-to-date configuration records and coordinating with engineers on enhancements.