ITSM Process Analyst

Location:
Hybrid in Minneapolis, MN (2 days onsite)

Duration: 8/24/2026 - 12/31/2026

Rate: $38/hour W2

Job Summary

The client is seeking a contractor to perform its Knowledge Management, Change Management, and Asset Management functions, for an organization of approximately 800 employees supporting multiple locations. This role will begin with these three core areas and expand over time to include Incident and Problem Management.

This role will strengthen service quality and advance process maturity across the enterprise. Core foundations that are already established include knowledge workflows, and a structured Change Advisory Board (CAB). The client is currently beginning to implement a robust asset and configuration management framework. The ITSM Process Analyst will refine and scale these functions into a mature, measurable, and optimized operation while enhancing governance, analytics, stakeholder engagement, and consistency across departments.

The ITSM Process Analyst is responsible for ensuring high quality knowledge content, efficient and compliant change processes, and accurate asset lifecycle management within the Service Now platform. This position supports operational excellence by aligning processes with ITIL standards and maximizing Service Now’s capabilities across multiple IT domains.

This role is required to be on-site for a minimum of 2 days per week but will flex toward more days depending on the work activities.

Relationships

• Reporting Relationship
  - Reports to the Assistant Director, IT Operations
• Organizational
  - Works with internal staff at all levels, and all departments
• External Business
  - Contact with contractors, client consultants, and IT vendors as appropriate

Job Duties

Change Management

• Facilitate CAB meetings and track required follow-ups
• Ensure compliance with ITIL/ITSM best practices and organizational policies
• Monitor change performance metrics, trends, and compliance, producing regular reports and insights
• Administer and maintain Change Management processes in Service Now
• Improve change policies, workflows, and efficiency through data-driven insights
• Ensure Change documentation meets quality and compliance standards
• Identify opportunities for process improvement, automation, and SLAs within Service Now

Knowledge Management

• Curate and maintain the Knowledge Base in Service Now
• Partner with process owners, subject-matter experts, and support teams to capture knowledge and convert it into usable articles
• Oversee lifecycle management of knowledge articles, including creation, review, approval, publishing, retirement, and archiving
• Ensure content accuracy, relevance, and consistency across all knowledge bases
• Monitor article performance, usage, and customer satisfaction through analytics and reporting
• Promote knowledge-centered service (KCS) principles where appropriate

Asset Management

• Assist with defining and enforcing CMDB governance, standards, and best practices; support continuous improvement of CMDB processes and tooling
• Ensure data integrity and accuracy within the CMDB for all hardware assets, including CI relationships and attributes
• Identify opportunities for automation within the CI lifecycle to enhance efficiency and reduce manual effort
• Maintain data integrity across CMDB and asset repositories; validate and reconcile data from discovery tools, contracts, invoices, and vendor portals
• Collaborate with Endpoint Engineering, Support teams, Service Now platform teams, and Cybersecurity to ensure clear ownership boundaries and alignment across build, run, and lifecycle functions
• Develop reports and dashboards on asset health and data quality
• Support audits, inventory checks, and compliance activities

Stakeholder Engagement

• Drive continuous improvement across Knowledge, Change, and CMDB processes
• Monitor KPIs and trends, producing insightful analysis for leadership and operational teams
• Provide training and guidance to technical teams and stakeholders across IT departments
• Ensure alignment of all processes with ITIL best practices and organizational objectives
• Customer Focus. Building strong customer relationships and delivering customer-centric solutions
• Manages Complexity. Making sense of…