Business Analyst - ITSM

About the Role

We are seeking an experienced ITSM Consultant / Analyst to support a large-scale ServiceNow integration and migration initiative as part of a large merger. This role will focus on analyzing, aligning, and migrating operational processes and supporting artifacts from the acquired company into the established ITSM operating model of the existing organization. The consultant will work with process owners, SMEs, Business Analysts, and technical delivery teams to assess current-state processes, document requirements, support workflow alignment, and execute migration activities across Incident, Problem, Change, Service Catalog, and Knowledge.

Responsibilities

• Assess and document current-state ITSM processes and workflows.
• Compare existing processes with established operating model and identify gaps, differences, and migration requirements.
• Support process and workflow alignment across Incident, Problem, Change, Service Catalog, and Knowledge.
• Document process flows, requirements, user stories, acceptance criteria, and migration decisions.
• Support migration of process documentation, procedures, knowledge articles, catalog items, and related operational artifacts.
• Assist with requirements validation, UAT, defect resolution, transition, and post-migration stabilization.
• Work with process owners and technical teams to ensure migrated workflows and artifacts align with approved requirements.

Requirements

• 5+ years of ITSM process analysis experience supporting ServiceNow or IT Service Management initiatives.
• Strong understanding of ITSM processes, including Incident, Problem, Change, Service Catalog, and Knowledge.
• Experience supporting enterprise migration, consolidation, or integration initiatives, including process analysis, requirements gathering, workflow alignment, and process artifact migration.
• 5+ years of ITSM, process analysis, or related consulting experience.
• Experience with ServiceNow-enabled ITSM processes.
• Experience supporting process/workflow migration or consolidation initiatives.
• Strong process documentation, requirements gathering, facilitation, and stakeholder communication skills.
• Ability to work onsite in Waukegan, IL.

Job Type & Location

This is a Contract position based out of Waukegan, IL. This is a fully onsite position in Waukegan, IL.

Pay

The pay range for this position is $60.00 - $67.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Sep 25, 2026.