ServiceNow Analyst

Company Description

Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services.

If you're looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy "Mission First, Customer Always".

We are certified in ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2022; CMMC Level 2 certified; and appraised at CMMI Maturity Level 3 for Services and Development.

Job Description

Link Solutions is seeking a Service Now Analyst to join our team at Adelphi, MD.

* U.S. Citizen with an active DoW Secret Clearance.

* Non-remote (relocation incentive available)

The Service Now Analyst will support the design, optimization, and operation of the Service Now platform. You will be responsible for requirements tracking, documentation, release coordination, and quality assurance. You will be responsible for ensuring that Service Now solutions align with mission needs and ITIL best practices while supporting continuous platform improvement.

Join a team of dedicated professionals at an industry-leading organization, where you will have the opportunity to work on innovative projects that contribute to national security. This position offers significant opportunities for career advancement and professional growth while supporting critical missions and operations.

Job Responsibilities:

* Support the gathering, documentation, and management of business and functional requirements for system updates and new feature implementations.

* Coordinate the planning and execution of release cycles, ensuring the timely delivery of Service Now enhancements and updates.

* Perform quality assurance testing to validate new functionality and identify issues before release.

* Maintain accurate system documentation, including user stories, process flows, and configuration changes.

* Troubleshoot and resolve system issues, collaborating with developers and end users as needed.

* Work closely with stakeholders to optimize Service Now applications, workflows, and dashboards for service delivery.

* Ensure all implementations comply with ITIL v4 standards and ARL-specific requirements.

* Contribute to platform governance activities, including change control and performance monitoring.

* Monitor platform health, user satisfaction, and service quality to support continuous improvement.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Qualifications

* U.S. Citizen with an active DoW Secret Clearance.

* BA/BS Degree in Information Systems, Business Administration, Computer Science, or related discipline.

* Five (5+) years of relevant experience working in a business analyst, system analyst, or Service Now support role.

* IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).

* Service Now Certification (e.g., Certified System Administrator, Certified Implementation Specialist).

* ITIL v4 certified.

Preferred:

* Familiarity with core Service Now modules such as Incident, Problem, Change, CMDB, and Knowledge.

* Understanding of Agile methodologies, SDLC processes, and Dev Ops practices.

* Experience creating and modifying documentation for technical processes and procedures.

* Experience working in or supporting Army or Department of Defense (DoD) IT environments.

* Experience providing quality service and support for mission-critical systems and VIP end users.

* Excellent communication skills (written and oral) and interpersonal skills.

* Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Salary Range: $71,000 - $119,000

Several factors influence the final salary or hourly rate, including but not limited to contract wage determinations, relevant work experience, role-specific skills and competencies, geographic location, educational background, certifications, and federal government contract labor categories.

Additional Information

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation incentive program, certification reimbursement program, retirement, and more.

Link Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines.