ITSM Process Analyst - Hybrid
Listed on 2026-08-05
-
IT/Tech
IT Business Analyst, IT Consultant, IT Support
Itsm Process Analyst
- Hybrid
Genesis
10 is currently seeking an ITSM Process Analyst
- Hybrid for a 4+ month contract position with a Public Sector Organization located in Minneapolis, MN. Compensation: $38.00 - $39.00 per hour, W2
Position Overview:
Our client is seeking a contractor to perform Knowledge Management, Change Management, and Asset Management functions for a large organization supporting a major international airport and six reliever airports. This role will refine and scale these functions into a mature, measurable, and optimized operation while enhancing governance, analytics, stakeholder engagement, and consistency across departments. This position is responsible for ensuring high-quality knowledge content, efficient and compliant change processes, and accurate asset lifecycle management within the Service Now platform.
This role is required to be on-site for a minimum of 2 days per week.
- Facilitate CAB meetings and track required follow-ups
- Ensure compliance with ITIL/ITSM best practices and organizational policies
- Administer and maintain Change Management processes in Service Now
- Curate and maintain the Knowledge Base in Service Now
- Partner with process owners and subject-matter experts to capture and convert knowledge into usable articles
- Oversee the lifecycle management of knowledge articles
- Assist with defining and enforcing CMDB governance, standards, and best practices
- Ensure data integrity and accuracy within the CMDB for all hardware assets
- Collaborate with engineering, support, and cybersecurity teams to ensure clear ownership and alignment
- Drive continuous improvement across Knowledge, Change, and CMDB processes
- Provide training and guidance to technical teams and stakeholders
- Bachelor's degree in Information Technology, Communications, Technical Writing, or related field, or relevant experience in lieu of a degree
- 3+ years of experience supporting or managing ITSM processes, including Change Management, Knowledge Management, or Asset/Configuration Management
- Hands-on experience in Service Now CAB Workbench, Knowledge Modules, and CMDB Workspace
- Hands-on experience administering or supporting Service Now ITSM modules
- Experience with CMDB governance, asset lifecycle management, and discovery tooling
- Background supporting enterprise change governance, including CAB facilitation
- Proven ability to write clear documentation, workflows, and operational procedures
- Strong understanding of ITIL foundations and practical application within an enterprise environment
- Demonstrated ability to analyze data, build reports, and present insights to leadership
- Strong customer focus and ability to manage complexity
- Excellent collaboration and communication skills
Skills:
- Prior experience as an IT process owner
- Experience with Service Now administration, development, and/or platform tools
- Experience with Service Now Business Management modules
- Experience with Service Now Service Management modules
- Experience as a facilitator or communications lead for a collaborative IT initiative
Only candidates available and ready to work directly as Genesis
10 employees will be considered for this position.
If you have the described qualifications and are interested in this exciting opportunity, please apply!
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