ITSM Analyst

ITSM Analyst (ServiceNow)

Location: Remote

Duration: 3-6 Month Contract

Employment Type: Contract

Overview

We are seeking an experienced ITSM Analyst to support a high-volume ServiceNow environment and provide additional bandwidth to our IT Service Management team. This individual will play a critical role in managing incoming ServiceNow requests, coordinating change activities, and ensuring efficient execution of ITSM processes.

The ideal candidate will have strong ServiceNow experience, exceptional communication skills, and the ability to work effectively with both technical teams and business stakeholders in a fast-paced environment.

Responsibilities

• Manage and prioritize incoming ServiceNow (SNOW) requests, incidents, and service requests.
• Coordinate and facilitate ITSM processes, including Change Management activities.
• Review, document, and process change requests while ensuring adherence to established governance and approval workflows.
• Collaborate with IT teams, business stakeholders, and leadership to ensure timely request fulfillment.
• Maintain accurate records, documentation, and reporting within ServiceNow.
• Monitor ticket queues and drive resolution of outstanding requests.
• Communicate status updates, risks, and escalations to appropriate stakeholders.
• Assist with process improvements to enhance efficiency and service delivery.
• Support ITSM best practices and help ensure compliance with organizational standards.

Required Qualifications

• 2+ years of experience in an ITSM, Service Management, or IT Operations role.
• Hands-on experience with ServiceNow (SNOW) is required.
• Experience managing and coordinating Change Requests within an IT environment.
• Strong understanding of IT Service Management processes and best practices.
• Excellent verbal and written communication skills.
• Ability to work independently in a remote environment.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Proficiency in Microsoft Office Suite, including Excel, Teams, and Outlook.

Preferred Qualifications

• Experience supporting enterprise-level IT environments.
• Familiarity with Incident, Problem, Change, and Request Management processes.
• ITIL Foundation certification or equivalent ITSM experience.
• Experience creating reports, dashboards, and metrics within ServiceNow.

Key Traits for Success

• Strong customer service mindset.
• Excellent stakeholder management and communication abilities.
• Detail-oriented and highly organized.
• Ability to thrive in a fast-paced environment with high ticket volume.
• Proactive problem solver with a sense of ownership and urgency.

Contract Length: 3-6 Months

Location: 100% Remote

This role is ideal for an experienced ITSM professional who can quickly integrate into an existing team, help manage increased ServiceNow demand, and ensure smooth execution of ITSM and Change Management processes.