ServiceNow Analyst

Link Solutions, Inc. • Adelphi, MD

229d

About The Position

Link Solutions is seeking a ServiceNow Analyst to join our team at Adelphi, MD. The ServiceNow Analyst will support the design, optimization, and operation of the ServiceNow platform. You will be responsible for requirements tracking, documentation, release coordination, and quality assurance. You will be responsible for ensuring that ServiceNow solutions align with mission needs and ITIL best practices while supporting continuous platform improvement.

Requirements

• Must be a US Citizen.
• Must be able to obtain and maintain an active DoD Secret Clearance.
• BA/BS Degree in Information Systems, Business Administration, Computer Science, or related discipline.
• Must have at least five (5+) years of relevant experience working in a business analyst, system analyst, or ServiceNow support role.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• ServiceNow Certification (e.g., Certified System Administrator, Certified Implementation Specialist).
• ITIL v4 certified.

Nice To Haves

• Active Security Clearance.
• Familiarity with core ServiceNow modules such as Incident, Problem, Change, CMDB, and Knowledge.
• Understanding of Agile methodologies, SDLC processes, and DevOps practices.
• Proficiency with Microsoft Office products.
• Experience creating and modifying documentation for technical processes and procedures.
• Experience working in or supporting Army or Department of Defense (DoD) IT environments.
• Experience providing quality service and support for mission-critical systems and VIP end users.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Responsibilities

• Support the gathering, documenting, and managing business and functional requirements for system updates and new feature implementations.
• Coordinate the planning and execution of release cycles, ensuring the timely delivery of ServiceNow enhancements and updates.
• Perform quality assurance testing to validate new functionality and identify issues before release.
• Maintain accurate system documentation, including user stories, process flows, and configuration changes.
• Troubleshoot and resolve system issues, collaborating with developers and end users as needed.
• Work closely with stakeholders to optimize ServiceNow applications, workflows, and dashboards for service delivery.
• Ensure all implementations comply with ITIL v4 standards and ARL-specific requirements.
• Contribute to platform governance activities, including change control and performance monitoring.
• Monitor platform health, user satisfaction, and service quality to support continuous improvement.

Benefits

• Paid holidays
• Paid time off
• Medical insurance
• Dental insurance
• Vision insurance
• Company-paid long and short-term disability
• Life insurance
• Referral bonuses
• Relocation incentive program
• Certification reimbursement program
• Retirement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees