Job Description

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.

Qualifications

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.