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Remote Itsm Jobs (NOW HIRING)

ICF

ServiceNow Business Analyst - ITSM and ITOM

Reston, VA · Remote

$73K - $92K/yr

We are open to supporting 100% remote work anywhere within the U.S.* Our Digital Modernization and ... ITSM Support: Support requirements for ITSM applications such as Incident, Problem, Change, Request ...

Maximus

ITSM Entitlement Analyst

VA · On-site +1

This role is remote The ITSM Entitlement Analyst supports the contract by providing enterprise software licensing and business process analysis services across desktop software environments. This ...

Maximus

ITSM Entitlement Analyst

VA · On-site +1

This role is remote. The ITSM Entitlement Analyst supports the contract by providing enterprise software licensing and business process analysis services across desktop software environments. This ...

Brilliant Infotech, Inc.

Ivanti Developer

Atlanta, GA · On-site +1

Remote (the selected candidate must be available to report onsite as directed by the client) Skill Required / Desired Hands-on experience configuring, developing, or supporting an enterprise ITSM ...

New

PROLIM Global Corporation

Freshworks Senior Administrator

$88K - $119K/yr

Location Remote Duration: 6 Months (With Possible Extension) Job Type: Contract Experience Required ... The ideal candidate will have hands-on expertise in Freshservice configuration, ITSM workflows ...

VIVA USA INC

Ivanti Developer

Atlanta, GA · On-site +1

... of ITSM/ITIL processes, including Incident, Service Request, Change/Release, Knowledge, and Service Catalog management. - Required - 2 Years Notes : This is a remote position; the candidate is ...

Coventek Inc

Ivanti Developer

Atlanta, GA · Remote

Remote Job Summary (paragraph or summarized statement about the position): Under broad supervision, configures, customizes, enhances, and supports the Ivanti Neurons for ITSM platform. Works with ...

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How much do remote itsm jobs pay per hour?

As of Sep 15, 2026, the average hourly pay for remote itsm in the United States is $21.50, according to ZipRecruiter salary data. Most workers in this role earn between $18.03 and $22.84 per hour, depending on experience, location, and employer.

What is a remote ITSM professional?

A Remote ITSM (Information Technology Service Management) professional is someone who oversees and manages IT services for an organization while working remotely, rather than being physically present in an office. Their responsibilities typically include incident management, service requests, change management, and ensuring the smooth delivery of IT services to end users. They use ITSM tools and frameworks, like ITIL, to maintain high service quality, resolve technical issues, and improve IT processes. By working remotely, they leverage digital communication and collaboration tools to support users and coordinate with IT teams. This role is vital in organizations that have distributed teams or support remote work environments.

How does a remote ITSM professional typically collaborate with cross-functional teams to resolve incidents and implement service improvements?

Remote ITSM professionals frequently use digital collaboration tools like ticketing systems, video conferencing, and instant messaging platforms to stay connected with cross-functional teams such as developers, network engineers, and customer support. They participate in regular virtual meetings to discuss incident trends, coordinate on problem resolution, and ensure that service improvement initiatives are aligned with broader IT and business goals. Clear communication and thorough documentation are essential, as remote work requires proactive updates and knowledge sharing to maintain effective service management and minimize downtime.

What are the key skills and qualifications needed to thrive as a remote ITSM professional, and why are they important?

To thrive as a Remote ITSM professional, you need a solid understanding of IT service management frameworks (such as ITIL), strong problem-solving skills, and experience in technical support or IT operations. Familiarity with ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy, along with ITIL certification, is typically required. Exceptional communication, customer service orientation, and the ability to work independently are vital soft skills for this remote role. These skills and qualifications ensure efficient incident resolution, proactive service improvement, and seamless collaboration across distributed teams.

What is the difference between Remote Itsm vs Remote Service Desk Technician?

AspectRemote ItsmRemote Service Desk Technician
CertificationsITIL, CompTIA A+, HDI-SDCompTIA A+, HDI-SD, ITIL (optional)
Work EnvironmentITSM platforms, ticketing systems, remote support toolsHelp desk software, remote support tools, customer communication
Industry UsageIT service management, enterprise ITIT support, customer service, technical troubleshooting
Job FocusManaging ITSM processes, incident/request handling, service improvementTroubleshooting, resolving user issues, providing technical support

Remote Itsm roles focus on managing IT service management processes and improving service delivery using ITSM platforms, while Remote Service Desk Technicians primarily troubleshoot and resolve end-user technical issues. Both roles require similar certifications and work environments but differ in scope and responsibilities.

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Infographic showing various Remote Itsm job openings in the United States as of September 2026, with employment types broken down into 100% Contract. Highlights an 100% Remote job distribution, with an average salary of $44,724 per year, or $21.5 per hour.

ServiceNow Business Analyst - ITSM and ITOM

Reston, VA • Remote

ICF
Business Management Consulting • 5 - 10K employees
Learn more about ICFexternal

$73K - $92K/yr

Full-time

Posted 21 days ago

Key responsibilities

  • Gather, analyze, document, and validate business and functional requirements through stakeholder engagement.

  • Analyze current and future service management processes to identify opportunities for automation, workflow improvement, and reporting enhancements.

  • Support requirements development for ITSM and ITOM applications, participate in Agile ceremonies, and facilitate stakeholder collaboration.

Job description

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.

*We are open to supporting 100% remote work anywhere within the U.S.*

Our Digital Modernization and Experience Group is growing, and we are looking for a talented, highly motivated ServiceNow Business Analyst to join ICF's Digital Modernization Division. You will be responsible for helping government clients plan, manage, and execute complex digital transformation and platform modernization initiatives using ServiceNow ITSM and ITOM capabilities.

As a motivated ServiceNow Business Analyst, you play a pivotal role in successfully supporting ServiceNow delivery by gathering requirements, analyzing business processes, documenting user stories and acceptance criteria, and helping teams translate mission and operational needs into scalable ServiceNow solutions. Your facilitation, documentation, stakeholder engagement, and analytical skills will contribute significantly to the success of our projects and the satisfaction of our clients.

You will be part of an established team supporting federal client delivery within the United States.

The Team:

ICF teams support federal clients seeking to leverage the ServiceNow platform to achieve greater operational efficiencies through automation, real-time reporting and analytics, improved staff productivity, and enhanced end-user experiences. The goal is to help clients use ServiceNow to improve service management processes, better understand operational data, modernize workflows, and support more effective business operations.

The Work

The qualified candidate will support ServiceNow ITSM and ITOM requirements analysis, process improvement, Agile delivery, backlog readiness, user acceptance testing, and stakeholder coordination.

Position Responsibilities:

  • Requirements Elicitation: Work closely with government stakeholders, product owners, Project Managers, ServiceNow architects, developers, testers, and administrators to gather, analyze, document, and validate business and functional requirements.
  • Business Process Analysis: Analyze current-state and future-state service management processes and identify opportunities for automation, workflow improvement, reporting enhancements, and better user experience.
  • User Stories and Acceptance Criteria: Translate business needs into user stories, acceptance criteria, process flows, functional specifications, mockups, and supporting documentation.
  • ITSM Support: Support requirements for ITSM applications such as Incident, Problem, Change, Request, Knowledge, Service Catalog, service-level management, and operational reporting.
  • ITOM Support: Support requirements related to CMDB, Discovery, Service Mapping, Event Management, operational data quality, and service visibility.
  • Agile Delivery Support: Participate in Agile ceremonies, backlog grooming, sprint planning, demos, retrospectives, and requirements readiness activities.
  • Stakeholder Collaboration: Facilitate workshops, working sessions, JAD sessions, demos, and requirements review meetings with business and technical stakeholders.
  • Documentation: Create and maintain BRDs, user stories, acceptance criteria, process maps, SOPs, decision logs, meeting notes, training materials, and release support documentation.
  • Testing and Quality Assurance Support: Support test case development, UAT planning, defect review, requirements traceability, validation activities, and release readiness.
  • Change Management and Training Support: Assist with user communications, training materials, stakeholder demos, and transition activities to support adoption of ServiceNow capabilities.
  • Risk and Dependency Management: Identify requirements gaps, dependencies, assumptions, risks, and open decisions. Escalate issues appropriately and help facilitate timely resolution.
  • Collaboration and Communication: Communicate effectively with technical and non-technical audiences and ensure requirements remain aligned to business outcomes, scope, and platform constraints.

Required Skills:

  • 3+ years of experience as a Business Analyst supporting software delivery, workflow modernization, enterprise platforms, or IT service management initiatives.
  • 3+ years of experience eliciting, analyzing, documenting, and refining requirements in Agile/Scrum or Kanban delivery environments.
  • 3+ years of experience facilitating stakeholder interviews, requirements sessions, design workshops, JAD sessions, demos, or comparable collaborative discovery activities.
  • Experience supporting ServiceNow projects or comparable enterprise workflow platform initiatives.
  • Experience with ServiceNow ITSM workflows, terminology, and service management processes.
  • Experience with ServiceNow ITOM concepts such as CMDB, Discovery, Service Mapping, Event Management, operational data, or service dependency mapping.
  • Experience creating user stories, acceptance criteria, process flows, workflow diagrams, requirements traceability, and functional documentation.
  • Experience using Agile collaboration tools such as ServiceNow Agile Development, Jira, Confluence, Azure DevOps, or similar tools.
  • Strong analytical, facilitation, problem-solving, documentation, and stakeholder management skills.
  • Strong written, verbal, and interpersonal communication skills.
  • Must be a U.S. Citizen or Green Card holder due to federal contract requirements.
  • Must be able to obtain and maintain a Public Trust clearance, if required by the federal contract.
  • MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

Preferred skills:

  • ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist - ITSM, or related ServiceNow certification.
  • Knowledge of ITSM, ITOM, CMDB, Service Portal, ITIL-aligned processes, and platform-based modernization.
  • Knowledge of ServiceNow's Generative AI capabilities like Now Assist.
  • Experience supporting UAT, release planning, training, change management, or production support transition activities.
  • Experience using process modeling or diagramming tools such as Visio, Lucidchart, Miro, or Figma.
  • Previous U.S. government contracting work experience preferred.
  • Experience working in fast-paced, collaborative, and deadline-driven environments.

Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration.Failure to do so may result in the application being excluded for consideration.Applicants needing an accommodation for disability or religious purposes in connection with the application process should contactCandidateaccommodation@icf.comfor assistance.

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read ourEEOpolicy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please emailCandidateaccommodation@icf.comand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.

Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance atcandidateaccommodation@icf.com. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.


Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$67,355.00 - $114,503.00Nationwide Remote Office (US99)

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