Process Analyst; ServiceNow

Process Analyst (Service Now)

Job Level: W2T Consultant

Job Location: Hybrid/Onsite Tuesday to Thursday in West Loop, Chicago, IL

Travel Expectations: 0%

Job Classification: Temporary (W2T)

• Evaluate current business processes to identify inefficiencies, bottlenecks, and automation opportunities.
• Design future state workflows aligned with organizational goals and Service Now best practices.
• Partner with Service Now developers and platform owners to translate business requirements into functional specifications.
• Create and maintain process documentation, including SOPs, process maps, and user guides.
• Support Service Now enhancements, testing cycles, UAT, and release management activities.
• Analyze process performance using KPIs and recommend continuous improvement initiatives.
• Facilitate workshops, requirements sessions, and stakeholder reviews to ensure alignment and adoption.
• Ensure processes comply with ITIL standards and organizational governance frameworks.

• 3–7 years of experience in business process analysis, workflow design, or process optimization.
• 2+ years of hands on experience with Service Now, preferably within ITSM (Incident, Problem, Change), CMDB, or HRSD modules.
• Strong understanding of workflow automation, service delivery, and process governance.
• Proficiency with process mapping tools such as Visio, Lucidchart, or Miro.
• Ability to translate business needs into clear, actionable requirements for technical teams.
• Experience supporting Service Now configuration, testing, and release cycles.
• Familiarity with ITIL v3 or v4 frameworks; certification is a plus.
• Excellent communication, documentation, and stakeholder management skills.

We proudly offer competitive compensation, and a comprehensive and well-rounded benefits package for full-time employees that have been designed to nourish your well-being. Benefits offered include health, dental & vision coverage, 401(k) with company match, life insurance, self-managed PTO, paid holidays, parental leave, and other unique incentives that celebrate your accomplishments. We also offer access to many voluntary benefits such as Flexible Spending Accounts, Critical Illness, Hospital Indemnity, Legal Services, as well as discounts on home, auto and pet insurance.

• Remote and Hybrid Work
• Time Off When You Need It
• Benefits That Flex
• Professional Development

While benefits eligibility may vary for roles that are non full-time, we provide unique opportunities for growth, skill development, and more. Regardless of your role, you’ll be part of a collaborative environment where every team member contributes to our shared success.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans’ status, or any other characteristic protected by federal, state, or local laws. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the application or interview process.