ServiceNow Analyst & ITSM Enablement Lead

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a ServiceNow Analyst to analyze requirements and provide configuration support for the enterprise ServiceNow platform. You will document requirements, implement lighter-weight changes to workflows, reports, and knowledge content, and maintain up-to-date records of configurations and procedures.

You will collaborate with engineers on more complex enhancements, support backup/recovery testing, and contribute to training materials and user

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent work experience.
• 0–3 years of experience in ServiceNow or ITSM support.
• Ability to translate business needs into clear functional requirements and simple configurations.
• Familiarity with ServiceNow workflows, forms, reporting, and basic administration concepts.
• Ability to obtain and maintain a Public Trust investigation 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

ServiceNow familiarity

Education

Bachelor's degree or equivalent

Job description

ASM Research, An Accenture Federal Services Company, seeks a ServiceNow Analyst to analyze requirements and provide configuration support for the enterprise ServiceNow platform. You will document requirements, implement lighter-weight changes to workflows, reports, and knowledge content, and maintain up-to-date records of configurations and procedures.

You will collaborate with engineers on more complex enhancements, support backup/recovery testing, and contribute to training materials and user