About the Opportunity
DMI is seeking a ServiceNow Analyst to support a critical program by enhancing and administering the ServiceNow platform that powers enterprise IT service management. This role will configure workflows, develop reports and dashboards, improve service delivery processes, and support automation initiatives that enhance operational efficiency and customer experience.
The successful candidate will collaborate with business stakeholders, technical teams, and program leadership to optimize ServiceNow capabilities and support continuous service improvement.
Duties and Responsibilities:
- Configure, administer, and support ServiceNow modules, including Incident, Request, Knowledge, Change, Problem, and Service Catalog.
- Analyze business requirements and recommend ServiceNow solutions that improve operational efficiency and customer experience.
- Develop workflows, forms, notifications, reports, dashboards, and performance metrics.
- Support ServiceNow Knowledge Management and self-service initiatives.
- Perform system administration activities, including user administration, configuration management, and platform maintenance.
- Troubleshoot ServiceNow issues and coordinate resolution with technical teams.
- Develop and maintain technical documentation and standard operating procedures.
- Support platform upgrades, testing, integrations, and release management activities.
- Monitor platform performance and identify opportunities for automation and continuous improvement.
- Ensure compliance with ITIL best practices, security requirements, and organizational governance.
Qualifications
Education and Years of Experience:
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5+ years of experience supporting ServiceNow in enterprise environments.
- Experience administering or configuring ServiceNow ITSM modules.
- Strong understanding of ITIL processes and IT Service Management principles.
- Experience developing reports, dashboards, workflows, and service catalogs.
- Excellent analytical, problem-solving, and communication skills.
Required Skills & Certifications:
- Experience supporting HHS or other Federal agencies.
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist (CIS).
- ITIL Foundation Certification.
- Experience with ServiceNow integrations, scripting, and automation.
Min Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No physical requirements needed for this position.
Location: Atlanta, Georgia
