SW License & HW Maintenance Vendor Mgmt Lead / IT Asset Manager

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a ServiceNow Analyst to provide analysis and configuration support for the enterprise ServiceNow platform. The role emphasizes documenting requirements and implementing light-weight workflow changes to support ITSM and other enterprise services.

You will collaborate with stakeholders, maintain up-to-date configuration records, and assist with disaster-recovery testing and training materials, while ensuring compliance and continuity.

Qualifications

• Bachelor's degree or equivalent work experience.
• 0–3 years of ServiceNow or ITSM experience.
• Strong problem-solving and communication skills.
• Ability to translate business needs into clear requirements and simple configurations.
• Willingness to obtain Public Trust and U.S. citizenship for this remote federal IT position.

Responsibilities

• Gather and document business and functional requirements for ServiceNow features.
• Configure basic workflows, forms, catalogs, and reports in ServiceNow.
• Maintain platform documentation, architecture diagrams, data flows, and procedures.
• Participate in backup, recovery, and disaster-recovery planning and testing for ServiceNow.
• Support training with user guides and knowledge-base articles.
• Coordinate with ServiceNow engineers on complex enhancements, providing requirements and test cases.
• Assist with routine operations and monitoring, including basic troubleshooting.

Skills

ServiceNow knowledge

Requirements gathering

Documentation

Communication

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Job description

Position Overview

The ServiceNow Analyst provides analysis and configuration support for the enterprise ServiceNow platform, with a focus on documenting requirements and implementing lighter‑weight changes to workflows, reports, and knowledge content. The role works closely with stakeholders to ensure ServiceNow capabilities, documentation, and training materials align with operational needs and continuity‑of‑operations objectives. The ServiceNow Analyst maintains up‑to‑date records of configurations, architecture, and procedures, coordinates with engineers on more complex enhancements, and supports backup, recovery, and disaster‑recovery testing activities for ServiceNow services.

Key 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.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant work experience.
• 0–3 years of experience in ServiceNow, ITSM support, business/systems analysis, or closely related application‑support roles.
• Strong problem‑solving, communication, and collaboration skills, with the ability to translate business needs into clear functional requirements and simple configurations.
• Familiarity with ServiceNow workflows, forms, reporting, and basic administration concepts, or with comparable IT service‑management platforms.
• Ability to create and maintain high‑quality documentation, including configuration records, procedures, and user‑facing materials.
• Ability to obtain and maintain a Public Trust investigation and U.S. citizenship as required for this remote federal IT position.

Preferred Qualifications

• Experience working as a junior ServiceNow developer/analyst performing configuration, reporting, and simple workflow changes.
• Relevant certifications such as ServiceNow Certified System Administrator, ITIL Foundation, or other entry‑level ServiceNow credentials.
• Exposure to operations and maintenance for enterprise ServiceNow instances, including performance, reliability, and scalability considerations.
• Familiarity with federal or other highly regulated environments using ServiceNow for enterprise service‑management.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$69,700 - 91,350

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.