Senior ITSM ServiceNow Analyst

The ITSM Process Analyst – Sr ServiceNow Engineer is responsible for working within the team to own and govern IT Service Management (ITSM) processes across the organization, ensuring alignment with ITIL best practices. This role chairs key process governance meetings such as the Change Advisory Board (CAB) and Major Incident Reviews, while also providing hands-on configuration and administration of ITSM workflows within ServiceNow. The ideal candidate combines process vision & leadership along with technical expertise within ServiceNow to drive continuous improvement and operational excellence. This position will report to the Senior IT Manager, Production Operations.

Responsibilities
Process Ownership & Governance
○ Own and maintain ITSM processes including Incident, Problem, Change, Request, and Knowledge Management.
○ Chair and facilitate governance meetings such as CAB, Incident Review, and Problem Review.
○ Ensure compliance with ITIL best practices and organizational policies.
○ Define and monitor KPIs, SLAs, and OLAs for ITSM processes.
ServiceNow Configuration & Administration
○ Configure and maintain ITSM modules in ServiceNow (Incident, Change, Problem, CMDB, etc.).
○ Develop workflows, business rules, and automation to optimize service delivery.
○ Collaborate with developers and stakeholders to implement enhancements and integrations, especially with our ServiceNow IT Service Portal and bolt-on modules (I.e. HAM, SAM)
○ Assist in the effective setup and workings of ServiceNow User Data/tables with LDAP, AD, etc.
Continuous Improvement
○ Analyze process performance and identify opportunities for improvement.
○ Drive adoption of ITSM processes across IT teams and business units.
○ Maintain process documentation and deliver training sessions for stakeholders.
Reporting & Analytics
○ Generate and present reports on ITSM performance metrics.
○ Provide insights and recommendations to leadership based on data trends.
Salary: $100-130k

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• ITIL v4 Foundation or higher certification: Expert understanding of ITIL framework and best practices. (I.e. Change Management, Major Incident Management, Request, Knowledge Management)
• 3–5 years of hands-on experience configuring ITSM processes in ServiceNow.
• Proven experience in ITSM process ownership and governance.
• ServiceNow administration and configuration proven experience.
• Excellent facilitation and communication skills for leading meetings.
• Analytical mindset with ability to interpret data and drive improvements.

• ServiceNow System Administrator or Implementation Specialist certification.
• Experience in enterprise IT environments with complex ITSM implementations.
• Strong leadership and stakeholder management.
• Ability to work independently and collaboratively.
Problem-solving and continuous improvement mindset.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.