ServiceNow Functional Analyst - ITSM & Adoption Lead

Accenture Federal Services

Chantilly (VA)

On-site

USD 124,000 - 246,000

Full time

3 days ago

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Job summary

Accenture Federal Services is seeking a ServiceNow Functional Analyst to bridge business stakeholders and the ServiceNow team, translating requirements into actionable solutions and championing best practices.

You will collaborate across ITSM, CMDB, Service Portal, and other modules, develop user stories, and drive adoption while supporting governance and security requirements. This role requires an active TS/SCI clearance.

Qualifications

Bachelor’s or Master’s degree in Computer Science, Information Systems, Business Administration, or a related field.
5+ years in a Functional Analyst, Product Owner, Business Analyst, or Systems Analyst role, specifically within ServiceNow implementations or administration environments.
Strong understanding of ServiceNow platform capabilities and modules (ITSM, CMDB, Service Portal, Catalog, Flow Designer).

Responsibilities

Work with business stakeholders to understand pain points and needs within the ServiceNow platform.
Prioritize feature development with ServiceNow developers and admins to optimize delivery.
Develop strategies to optimize ITSM, ITBM, CSM, HRSD, GRC, and CMDB modules and drive user adoption.
Create documentation, self‑service guides, user manuals, and training materials.