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

Position Overview

The Service Now Analyst provides analysis and configuration support for the enterprise Service Now 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 Service Now capabilities, documentation, and training materials align with operational needs and continuity‑of‑operations objectives. The Service Now 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 Service Now services.

• Gather and document business and functional requirements for new or enhanced Service Now features, including ITSM and other enterprise‑service processes.
• Configure basic workflows, forms, fields, catalogs, and reports in Service Now 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 Service Now, 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 Service Now capabilities.
• Coordinate with Service Now 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.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant work experience.
• 0–3 years of experience in Service Now, 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 Service Now 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.

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

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.

$69,700 - 91,350

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.

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