ITSM Process Analyst - Hybrid

Genesis
10 is currently seeking an ITSM Process Analyst for a hybrid position with a Public Sector Airport Authority located in Minneapolis, MN. This is a long-term contract opportunity. Compensation: $32.00 - $42.00 per hour, W2, based on qualifications

Position Overview:

This role will strengthen service quality and advance process maturity across the enterprise by refining and scaling Knowledge and Change Management functions. The ITSM Process Analyst will enhance governance, analytics, and stakeholder engagement within the Service Now platform, ensuring processes align with ITIL standards to support operational excellence. This role is required to be on-site for a minimum of two days per week.

Key Responsibilities:

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 Partner with process owners and subject-matter experts to capture knowledge and convert it into usable articles Oversee the lifecycle management of knowledge articles, including creation, review, approval, publishing, and retirement Promote knowledge-centered service (KCS) principles where appropriate Drive continuous improvement across Knowledge, Change, and CMDB processes Provide training and guidance to technical teams and stakeholders Primary Requirements:
Bachelor's degree in Information Technology, Communications, Technical Writing, or a related field, or relevant experience in lieu of a degree 3+ years of experience supporting or managing ITSM processes, including Change Management and Knowledge Management Hands-on experience in Service Now CAB Workbench, Knowledge, Incident, and Problem Modules Hands-on experience administering or supporting Service Now ITSM modules 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 Ability to build strong customer relationships and deliver customer-centric solutions Experience making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems Desired

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! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis
10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis
10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. For contract roles, Genesis
10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working…