ITSM Process Analyst - Hybrid

Genesis10 is seeking an ITSM Process Analyst for a long-term contract position with a Major Aviation Authority in Minneapolis, MN. This is a hybrid role.

About the role

This role is responsible for performing Knowledge Management, Change Management, and Asset Management functions for a large organization. The ITSM Process Analyst will refine and scale these functions into a mature, measurable, and optimized operation by enhancing governance, analytics, and stakeholder engagement. The primary focus is to ensure high-quality knowledge content, efficient change processes, and accurate asset lifecycle management within the ServiceNow platform, aligning processes with ITIL standards.

Responsibilities

• Facilitate Change Advisory Board (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
• Curate and maintain the Knowledge Base in ServiceNow, overseeing the lifecycle of knowledge articles
• Partner with subject-matter experts to capture knowledge and convert it into usable articles
• Assist with defining and enforcing CMDB governance, standards, and best practices
• Ensure data integrity and accuracy within the CMDB for all hardware assets
• Identify opportunities for automation within the configuration item (CI) lifecycle
• Drive continuous improvement across Knowledge, Change, and CMDB processes
• Provide training and guidance to technical teams and stakeholders

Requirements

• Bachelor's degree in Information Technology, Communications, Technical Writing, or a related field, or equivalent experience
• 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
• Must be able to work on-site for a minimum of 2 days per week

Skills

• 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 a collaborative IT initiative

Pay

$35.00 - $42.00 per hour (W2), based on qualifications.

Benefits

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• Opportunity to have a career-home in Genesis10; many consultants work exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (average 7+ years of experience)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)