IT Service Management Analyst

Job Title: IT Service Management (ITSM) Analyst

Location: Carmel, IN (4 days onsite, Friday hybrid)

Industry: Utilities

Job Overview:

We are seeking a mid-level IT Service Management (ITSM) Analyst to support critical service operations, automation initiatives, and regulatory audit preparation. This role is ideal for a strong Service Now user who thrives in a fast-paced environment and is comfortable working across both modern and legacy platforms, including Service Now and Cherwell. The analyst will play a key role in ITSM process execution, data analysis, and automation, while supporting an upcoming audit aligned with NERC CIP standards.

This is a 6-month contract opportunity with strong potential for full-time conversion.

Responsibilities:

• Perform day-to-day ITSM activities including incident, change, request, and problem management

• Support regulatory audit preparation through data gathering, mock audits, and documentation

• Manage and process change tickets and perform security scans

• Build and maintain Service Now dashboards and reporting tools

• Automate workflows and processes using Service Now, scripting, and AI tools such as Copilot

• Support transition efforts from Cherwell (legacy system) to Service Now

• Assist with CMDB, HAM, SAM, and Knowledge Management functions as needed

• Collaborate with cross-functional teams to improve service delivery and operational efficiency.

Requirements:

• Bachelor’s degree (or equivalent experience)

• Hands-on experience with Service Now (required)

• Willingness to work within Cherwell (legacy system)

• Experience with IT Service Management (ITSM) processes

• Scripting experience (Bash, Power Shell, or Python)

• Ability to automate workflows within Service Now

• Experience gathering and analyzing audit-related data

Best-In-Class-Benefits:

We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full-time employees with full benefits, including:

• Robust Health Insurance

• 401(k) plan

• PTO accrual

• Paid holidays

• Excellent cash-based referral program

About Theoris:

Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. This knowledge is used to find the right job placement.

Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.