ITSM Process Analyst

Job Title: ITSM Process Analyst
Job Type: Contract
Job Location: Hybrid

Job Summary:

Seeking a contractor to perform Knowledge and Change Management 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 and efficient, 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 onsite for a minimum of 2 days per week but will flex toward more days depending on the work activities.

Reporting Relationship

• Reports to the Assistant Director, IT Operations.

• Works with staff at all levels and across all departments.

• Contact with contractors, 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.

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. Uses 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, and 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 and navigates ambiguity.

Education Requirements

• Bachelor's degree in Information Technology, Communications, Technical Writing, or related field, or relevant experience in lieu of a bachelor's degree.

Minimum Requirements

• 3+ years of experience supporting or managing ITSM processes, including Change Management and Knowledge Management.

• Hands-on experience in ServiceNow CAB Workbench, Knowledge, Incident, and Problem Modules.

• Hands-on experience administering or supporting ServiceNow ITSM modules.

• 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.

The projected hourly range for this position is $35 to $43.
On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.