ServiceNow Analyst

Required Qualifications

• Bachelor's in CS, IT, Engineering, or equivalent work experience 0–3 years in ServiceNow, ITSM, business/systems analysis, or related application support
• Ability to translate business needs into functional requirements and clear, simple configurations
• Familiarity with ServiceNow workflows, forms, reporting, and basic admin — or a comparable ITSM platform
• Strong documentation skills: configuration records, procedures, and user-facing materials
• U.S. citizenship and active Secret security clearance

Preferred Qualifications

• Hands-on experience as a junior ServiceNow developer performing configuration, reporting, and workflow changes 
• ServiceNow Certified System Administrator, ITIL Foundation, or comparable entry-level certification
• Exposure to O&M for enterprise ServiceNow instances, including performance, reliability, and scalability
• Familiarity with federal or highly regulated environments using ServiceNow for enterprise service management

What You'll Own

• Capture and clarify requirements for new or enhanced ServiceNow features — from ITSM processes to enterprise service workflows — turning stakeholder input into clear, actionable specs.
• Configure the platform — workflows, forms, fields, catalogs, and reports — in support of incident, request, change, and related service management processes.
• Own the documentation: maintain comprehensive records of configurations, architecture diagrams, data flows, and operational procedures for audits and continuity planning.
• Support resilience by participating in backup, recovery, and disaster recovery planning and testing — validating procedures and keeping documentation current as the platform evolves.
• Empower end users through user guides, knowledge base articles, and quick-reference materials that make ServiceNow capabilities accessible to everyone.
• Collaborate with engineers and architects on complex enhancements — providing clean requirements, test cases, and UAT feedback to keep delivery on track.
• Keep the lights on through routine operations monitoring, basic troubleshooting, issue documentation, and coordination with support teams.