Information Technology Service Management Analyst

We are seeking an experienced IT Service Management (ITSM) Analyst to support a fast-paced environment, focusing on a major platform transition and audit readiness efforts. This is a contract-to-hire opportunity with high visibility and impact across IT operations.

Location:

Carmel, IN (4 days onsite, Fridays hybrid)

This role will support the transition from Cherwell to Service Now while helping prepare for regulatory audits tied to NERC CIP requirements. The ideal candidate will have strong experience across ITSM processes and be comfortable jumping into a large-scale transition environment.

• Support migration and transition efforts from Cherwell to Service Now
• Assist with audit readiness and compliance efforts (NERC CIP)
• Manage and support core ITSM functions including:
• • CMDB
  • Incident, Change, Problem, and Request Management
  • Knowledge Management
  • Hardware and Software Asset Management (HAM/SAM)
  • Maintain and improve CMDB data quality and governance
  • Assist with scripting and automation initiatives across ITSM processes
  • Collaborate with cross-functional IT teams to support ongoing operations and improvements

• Experience working with Service Now (current platform) and Cherwell (legacy system)
• Strong understanding of ITSM processes and frameworks (Incident, Change, etc.)
• Hands-on experience with CMDB and configuration management
• Experience with Tripwire
• Scripting experience (Bash, Power Shell, or Python)

• Experience using AI for automation within Service Now or tools like Copilot
• Experience supporting audit or compliance environments