Information Technology Service Management Analyst

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

Theoris is seeking an IT Service Management (ITSM) Analyst to support enterprise ITSM operations and the ongoing transition from Cherwell to Service Now. This role will help improve and maintain ITSM processes, support regulatory compliance efforts, and drive automation opportunities across the service management ecosystem.

The ideal candidate combines strong ITSM process knowledge with hands-on Service Now experience, scripting capabilities, and a passion for operational excellence and automation.

• Support the organization's migration from Cherwell to Service Now.
• Administer and enhance ITSM processes including Change Management, Request Management, Knowledge Management, Hardware Asset Management (HAM), and Software Asset Management (SAM).
• Partner with stakeholders to identify and implement process improvements.
• Develop and maintain operational workflows, documentation, and governance processes.
• Support regulatory and compliance preparation activities, including NERC CIP requirements.
• Leverage automation and scripting to improve operational efficiency and reduce manual effort.
• Assist with CMDB data quality, service mapping, and configuration management activities.
• Evaluate and implement AI-driven capabilities, including Microsoft Copilot and Service Now automation solutions.
• Collaborate with infrastructure, security, and operations teams to improve IT service delivery.

• Bachelor's degree or equivalent experience.
• Experience working with Service Now within an ITSM environment.
• Familiarity with Cherwell or experience supporting ITSM platform migrations.
• Understanding of ITIL and IT Service Management best practices.
• Experience supporting one or more of the following:
  Change Management, Knowledge Management, Asset Management, CMDB.
• Scripting and automation experience using:
  Power Shell, Python, Bash.
• Strong analytical, troubleshooting, and process-improvement skills.
• Excellent communication and stakeholder management abilities.

• Experience with Tripwire.
• Exposure to NERC CIP or other regulatory/compliance frameworks.
• Service Now administration, configuration, or workflow automation experience.
• Experience using AI tools such as Microsoft Copilot, Service Now AI, or other generative AI solutions to improve operational processes.
• ITIL certification or related ITSM credentials.