ITSM Process Analyst- Asset Management

Role: ITSM Process Analyst- Asset ManagementLocation: Hybrid in Minneapolis, MN (2 days onsite)Duration: 11/2/2026 - 12/31/2026 with high potential for extensionRate: Targeting $38/hour W2, depending on experience level Job SummaryThe client is seeking a contractor to perform its Knowledge and Change Management, and functions, for an organization of approximately 800 employees. 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 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 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. RelationshipsReporting Relationship - Reports to the Assistant Director, IT OperationsOrganizational - Works with staff at all levels, and all departmentsExternal Business - Contact with contractors, consultants, and IT vendors as appropriate Job DutiesChange ManagementFacilitate CAB meetings and track required follow-upsEnsure compliance with ITIL/ITSM best practices and organizational policiesMonitor change performance metrics, trends, and compliance, producing regular reports and insightsAdminister and maintain Change Management processes in ServiceNowImprove change policies, workflows, and efficiency through data-driven insightsEnsure Change documentation meets quality and compliance standardsIdentify opportunities for process improvement, automation, and SLAs within ServiceNowKnowledge ManagementCurate and maintain the Knowledge Base in ServiceNowPartner with process owners, subject-matter experts, and support teams to capture knowledge and convert it into usable articlesOversee lifecycle management of knowledge articles, including creation, review, approval, publishing, retirement, and archivingEnsure content accuracy, relevance, and consistency across all knowledge basesMonitor article performance, usage, and customer satisfaction through analytics and reportingPromote knowledge-centered service (KCS) principles where appropriateStakeholder EngagementDrive continuous improvement across Knowledge, Change, and CMDB processesMonitor KPIs and trends, producing insightful analysis for leadership and operational teamsProvide training and guidance to technical teams and stakeholders across IT departmentsEnsure alignment of all processes with ITIL best practices and organizational objectivesCompetenciesCustomer Focus. Building strong customer relationships and delivering customer-centric solutionsManages Complexity. Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problemsResourcefulness. Securing and deploying resources effectively and efficientlyCollaborates. Building partnerships and working collaboratively with others to meet shared objectivesCommunicates Effectively. Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiencesLeads 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 othersTranslates 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 stops running.Education RequirementsBachelor’s degree in information technology, Communications, Technical Writing, or related field. Or relevant experience in lieu of bachelor’s degree.Minimum Requirements3+ years of experience supporting or managing ITSM processes, including Change Management and Knowledge ManagementHands on experience in ServiceNow CAB Workbench, Knowledge, Incident, and Problem ModulesHands on experience administering or supporting ServiceNow ITSM modulesBackground supporting enterprise change governance, including CAB facilitationProven ability to write clear documentation, workflows, and operational proceduresStrong understanding of ITIL foundations and practical application within an enterprise environmentDemonstrated ability to analyze data, build reports, and present insights to leadershipDesirable RequirementsPrior experience as an IT process owner.Experience with ServiceNow administration, development, and/or platform toolsExperience with ServiceNow Business Management modulesExperience with ServiceNow Service Management modulesExperience as a facilitator or communications lead for collaborative IT initiative