ServiceNow Analyst

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

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.

• →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.

• 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.

• 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.