ITSM Process Analyst

• Role: ITSM Process Analyst
• Location: Hybrid in Minneapolis, MN (2 days onsite)
• Duration: 8/24/2026 - 12/31/2026
• Rate: $38/hour W2

• Job Summary
• The client is seeking a contractor to perform its Knowledge Management, Change Management, and Asset Management functions, for an organization of approximately 800 employees supporting multiple locations. This role will begin with these three core areas and expand over time to include Incident and Problem Management.
• This role will strengthen service quality and advance process maturity across the enterprise. Core foundations that are already established include knowledge workflows, and a structured Change Advisory Board (CAB). The client is currently beginning to implement a robust asset and configuration management framework. The ITSM Process Analyst will refine and scale these functions into a mature, measurable, and optimized operation while enhancing governance, analytics, stakeholder engagement, and consistency across departments.

The ITSM Process Analyst is responsible for ensuring high quality knowledge content, efficient and compliant change processes, and accurate asset lifecycle management within the ServiceNow platform. This position supports operational excellence by aligning processes with ITIL standards and maximizing ServiceNow’s capabilities across multiple IT domains.

This role is required to be on-site for a minimum of 2 days per week but will flex toward more days depending on the work activities.

• Relationships
• Reporting Relationship - Reports to the Assistant Director, IT Operations
• Organizational - Works with internal staff at all levels, and all departments
• External Business - Contact with contractors, client consultants, and IT vendors as appropriate

• Job Duties
• Change Management
• Facilitate CAB meetings and track required follow-ups
• Ensure compliance with ITIL/ITSM best practices and organizational policies
• Monitor change performance metrics, trends, and compliance, producing regular reports and insights
• Administer and maintain Change Management processes in ServiceNow
• Improve change policies, workflows, and efficiency through data-driven insights
• Ensure Change documentation meets quality and compliance standards
• Identify opportunities for process improvement, automation, and SLAs within ServiceNow
• Knowledge Management
• Curate and maintain the Knowledge Base in ServiceNow
• Partner with process owners, subject-matter experts, and support teams to capture knowledge and convert it into usable articles
• Oversee lifecycle management of knowledge articles, including creation, review, approval, publishing, retirement, and archiving
• Ensure content accuracy, relevance, and consistency across all knowledge bases
• Monitor article performance, usage, and customer satisfaction through analytics and reporting
• Promote knowledge-centered service (KCS) principles where appropriate
• Asset Management
• Assist with defining and enforcing CMDB governance, standards, and best practices; support continuous improvement of CMDB processes and tooling
• Ensure data integrity and accuracy within the CMDB for all hardware assets, including CI relationships and attributes
• Identify opportunities for automation within the CI lifecycle to enhance efficiency and reduce manual effort
• Maintain data integrity across CMDB and asset repositories; validate and reconcile data from discovery tools, contracts, invoices, and vendor portals
• Collaborate with Endpoint Engineering, Support teams, ServiceNow platform teams, and Cybersecurity to ensure clear ownership boundaries and alignment across build, run, and lifecycle functions
• Develop reports and dashboards on asset health and data quality
• Support audits, inventory checks, and compliance activities
• Stakeholder Engagement
• Drive continuous improvement across Knowledge, Change, and CMDB processes
• Monitor KPIs and trends, producing insightful analysis for leadership and operational teams
• Provide training and guidance to technical teams and stakeholders across IT departments
• Ensure alignment of all processes with ITIL best practices and organizational objectives

• Competencies
• Customer Focus. Building strong customer relationships and delivering customer-centric solutions
• Manages Complexity. Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Resourcefulness. Securing and deploying resources effectively and efficiently
• Collaborates. Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively. Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences
• Leads Through Influence. Earns trust division by division through relevance and results, not positional authority — especially critical as an embedded contractor. Using compelling arguments to gain the support and commitment of others
• Translates Technology into Human Value. Connects tools to outcomes people care about, making the intimidating approachable across skill levels from trades workers to executives.
• Data-Informed. Uses tenant telemetry, LMS data, and survey results to prioritize investments and tell the program’s story to leadership.
• Builds Scaled Systems. Designs systems — competency frameworks, learning paths, feedback loops — that create lasting capability, not one-time events.
• Comfortable at the Technology Frontier. Evaluates emerging tools (especially AI), designs adoption strategies for mixed-readiness audiences, and develops policy-informed guidance.
• Speed-to-Impact Operator. Gets productive fast in a new environment, navigates ambiguity, and delivers in an organization where they never stop running.

• Education Requirements
• Bachelor’s degree in information technology, Communications, Technical Writing, or related field. Or relevant experience in lieu of bachelor’s degree.

• Minimum Requirements
• 3+ years of experience supporting or managing ITSM processes, including Change Management, Knowledge Management, or Asset/Configuration Management
• Hands on experience in ServiceNow CAB Workbench, Knowledge Modules, and CMDB Workspace
• Hands on experience administering or supporting ServiceNow ITSM modules
• Experience with CMDB governance, asset lifecycle management, and discovery tooling
• Background supporting enterprise change governance, including CAB facilitation
• Proven ability to write clear documentation, workflows, and operational procedures
• Strong understanding of ITIL foundations and practical application within an enterprise environment
• Demonstrated ability to analyze data, build reports, and present insights to leadership

• Desirable Requirements
• Prior experience as an IT process owner.
• Experience with ServiceNow administration, development, and/or platform tools
• Experience with ServiceNow Business Management modules
• Experience with ServiceNow Service Management modules
• Experience as a facilitator or communications lead for collaborative IT initiative