ServiceNow Analyst

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

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

Minimum Salary Rate

Median Salary Rate

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. 

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.