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ServiceNow Requirements Analyst - Service Center

Knowledge Management, Inc.
Sterling, VA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Title: ServiceNow Requirements Analyst - Service Center

Locations: Sterling, VA

Required Clearance: Active Secret

Work Status: US Citizen

Contract duration: Base year + 6 (1 - year options)

Education/Experience: BS Degree and 8-10 years of experience or MS degree and 6-8 years of experience, or high school diploma and twelve years of experience

Shift Hours: First Shift: 7:00 am - 3:30 pm

Knowledge Management, Inc. (KMI) is seeking a ServiceNow Requirements Analyst to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The ServiceNow Requirements Analyst shall be responsible for providing expert level support across the program to the CAEIO functional leads and their teams in multiple Service Now Module areas (Incident, Problem, Knowledge Management and Service Request) for better utilization of the capabilities. As a Service Now Analyst, you will be responsible for collaborating directly with managers and the client to overcome their most difficult challenges using the latest approaches as requirements gathering consultant. Position will not be responsible for configuration directly in Service Now but must be able to write requirements for developers to configure.

Responsibilities: • Recommend IT Service Management best practices for ServiceNow improvement projects (automation, workflows, configurations, processes) for customization in Service Now by developers. Position will not be responsible for configuration directly. • Work with technical teams to gather and document requirements for conceptual idea translation into configuration requirements that developers will use to implement changes in Service Now. • Coordinate/communicate with ServiceNow team responsible for development and maintenance of Department of State ServiceNow suite. • Liaison between ServiceNow development and maintenance team and the CAEIO Service Center Leadership team • Perform testing in live and development/ sandbox environments, as needed. • Develop ServiceNow reports and dashboards across multiple ServiceNow modules specific to Service Center Operations. (ex. Incident Management, Request Management, Dashboards, Knowledge Management Modules. • Create and analyze data from dashboards and reports in support of transition of new application support services to Service Center. • Create and/or deliver customized ServiceNow training for knowledge enhancement of Service Center Leaders and Trainers • Support Service Desk Managers with ServiceNow expertise to answer questions regarding feasibility for proof of concept designs and/or to enhance team's knowledge of Service Now features/capabilities. • Detailed documentation and formal note taking of all proof of concept discussions and general client meetings to support the Service Center management team. • Write requirements for ServiceNow workflows and must job shadow in Service Desk and Knowledge Management functional areas to learn current processes and offer recommendations.

Basic Qualifications:

  • Possess strong communication skills to engage in client solutions with confidence and articulate collaborative solutions • A minimum of two year of experience working with ServiceNow IT Service Management - Incident Management, Service Request/Catalog and Knowledge Management module • Ability to analyze Service Center business requirement and leverage Service Now capabilities to solve client problems or in support of new service offerings • Understands the entire Incident Lifecycle Management cycle • Experience working with technical teams to gather requirements for reports, dashboards, configuration changes, and automations • Ability to reporting against and managing to Service Level Agreements (SLAs) with a service delivery government environment.

Preferred Qualifications: • Possesses an ITIL v4 Intermediate Level Certification (or higher) • ServiceNow expertise in IT Service Management • ServiceNow Certified System Administrator or Applications Specialist or Implementer

Benefits we provide

At Knowledge Management, we care about every team member and offer a positive culture, competitive compensation, and a comprehensive benefits package including:

Medical Insurance, Dental Insurance, Vision Insurance, Short/Long Term Disability Insurance, Group Term Life Insurance, 401k Retirement Plan, 11 Paid Federal Holidays, 80 hours paid vacation leave, 40 hours paid sick leave

Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

COVID-19 Vaccination Requirement. Subject to applicable law, all prospective hires will be required to provide proof of COVID-19 vaccination (fully vaccinated) as a condition of employment. Reasonable accommodations based on medical proof or religious beliefs will be considered.

E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Disability Statement. Knowledge Management aims to be a supportive workplace in all aspects of diversity, including accommodating those with additional needs. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at

Knowledge Management, Inc.


Sterling, VA
20166 USA



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