ITSM Process Analyst - Hybrid
Listed on 2026-08-31
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IT/Tech
IT Business Analyst, IT Consultant, Systems Analyst
ITSM Process Analyst
Genesis
10 is currently seeking an ITSM Process Analyst for a long-term contract position with a Major Aviation Authority located in Minneapolis, MN. This is a hybrid opportunity. Compensation: $35.00 - $42.00 per hour, W2, based on qualifications.
Position Overview:
This role is responsible for performing Knowledge Management, Change Management, and Asset Management functions for a large organization. The ITSM Process Analyst will refine and scale these functions into a mature, measurable, and optimized operation by enhancing governance, analytics, and stakeholder engagement. The primary focus is to ensure high-quality knowledge content, efficient change processes, and accurate asset lifecycle management within the Service Now platform, aligning processes with ITIL standards.
- Facilitate Change Advisory Board (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
- Curate and maintain the Knowledge Base in Service Now, overseeing the lifecycle of knowledge articles
- Partner with subject-matter experts to capture knowledge and convert it into usable articles
- Assist with defining and enforcing CMDB governance, standards, and best practices
- Ensure data integrity and accuracy within the CMDB for all hardware assets
- Identify opportunities for automation within the configuration item (CI) lifecycle
- 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 a related field, or equivalent experience
- 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
- Must be able to work on-site for a minimum of 2 days per week
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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