Information Technology Service Management Analyst

About the role

This position is responsible for managing and maintaining IT Service Management (ITSM) data, tools, and technologies while analyzing, designing, implementing, and continuously improving ITSM processes across the organization.

Responsibilities

• Administers, configures, and supports IT Service Management (ITSM) tools, primarily ServiceNow (SNOW), including forms, fields, workflows, and platform data.
• Designs, documents, and continuously improves ITSM processes and workflows within ServiceNow to support business and operational requirements.
• Maintains ServiceNow performance, troubleshoots platform and process-related issues, and coordinates with appropriate teams through resolution.
• Provides technical support and training to ServiceNow users, fulfillers, and stakeholders.
• Creates and maintains ServiceNow reports, dashboards, filters, and data views, translating stakeholder requirements into meaningful operational metrics and visualizations.
• Serves as a ServiceNow fulfiller administrator and power user, supporting the end-to-end lifecycle and relationships of Requests, Requested Items (RITMs), Catalog Tasks, Incidents, Major Incidents, Change Requests, and Problem Records.
• Audits, validates, and corrects ITSM data, including CMDB records, tickets, locations, assignments, and categorization, to maintain data quality and process compliance.
• Identifies, creates, coordinates, and manages Problem Records for non-major incidents as part of Proactive Problem Management.
• Supports and administers the IT Change Management process within ServiceNow across Standard, Normal, Expedited, and Emergency Changes, including submission, assessment, approvals, scheduling, implementation, validation, and closure.
• Partners with IT teams, process owners, and business stakeholders to identify and implement ServiceNow and ITSM process improvement opportunities.
• Tests and validates ServiceNow enhancements, configuration changes, workflows, and platform releases.
• Develops and maintains ServiceNow and ITSM process documentation, procedures, work instructions, and training materials.
• Participates in ITSM projects and ServiceNow enhancements and may lead ITSM or ServiceNow-related projects as assigned.
• Performs other duties as assigned.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or related field required.
• Equivalent combination of education and/or experience may be considered.
• Three (3) plus years of experience.
• Proficiency in ServiceNow, including ITSM modules, reporting, and CMDB.

Qualifications

• Strong interpersonal skills, leadership ability, and a positive attitude.
• Exemplary verbal and written communication skills tailored to diverse audiences, including executives.
• Ability to adapt and thrive in dynamic, fast-paced environments.
• Confidence and skill in directing others under pressure while maintaining focus and achieving optimal customer outcomes.
• Excellent customer-facing skills.
• Exceptional organizational and coordination abilities.
• Strong analytical skills for sound decision-making and problem-solving.
• Strong technical troubleshooting skills.
• Excellent communication and training abilities.

Skills

• ServiceNow administration and configuration.
• ITSM process design and documentation.
• Problem management and proactive problem identification.
• Change management and IT change process understanding.
• Reporting and dashboard creation.
• Data quality and process compliance auditing.
• Collaboration and teamwork.
• Customer service and support.
• Training and mentoring.
• Project management and leadership.

Benefits

• Medical, Dental, and Vision insurance.
• Employer Paid Basic Life Insurance and AD&D.
• Voluntary Life Insurance (Employee/Spouse/Child).
• Health Care and Dependent Care Flexible Spending Accounts.
• Pre-Tax and Post --Tax Commuter and Parking Benefits.
• 401(k) Retirement Savings Plan with Company Match.
• Paid Time Off.
• Paid Parental Leave.
• Short-Term and Long-Term Disability.
• Tuition Reimbursement.
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)