What are the responsibilities and job description for the ServiceNow ITSM Analyst position at Agility Partners?
We’re partnering with an enterprise organization undergoing a major ITSM transformation and are looking for an ITSM Analyst to play a key role in that journey. This position is focused on driving the transition from Cherwell to ServiceNow while improving core ITSM processes, automation, and service delivery across a highly regulated environment. It’s a great opportunity for someone who enjoys hands-on platform work, process improvement, and being part of large-scale modernization efforts.
What you’ll do
- Drive migration from Cherwell to ServiceNow (process alignment, workflow optimization)
- Support core ITSM functions: Incident, Change, Problem, Request, CMDB
- Build automation using scripting (PowerShell, Python, Bash)
- Improve workflows using ServiceNow AI/Copilot capabilities
- Partner with security, infrastructure, and operations teams
- Support NERC CIP-related compliance and audit readiness
- Enhance integrations, configurations, and system performance
What we’re looking for
- Hands-on ServiceNow experience (admin, support, or dev)
- Experience with Cherwell or another ITSM platform
- Strong scripting/automation background
- Solid understanding of ITSM best practices
- CMDB experience
- Strong troubleshooting and problem-solving skills
Nice to have
- NERC CIP exposure
- Tripwire experience
- HAM/SAM exposure
- Experience using AI for ITSM automation
Why this role
- High-impact ServiceNow transformation
- Blend of operations strategic initiatives
- Work in a regulated, enterprise environment