ITSM Process Analyst

Job Title: ITSM Process Analyst

Duration: 6 months contract – possibility to extend

Location: (Hybrid) Minneapolis, Minnesota

Overview

• This role is not a short-term contract and will be extended in 2027 based on skillset and deliverables.
• 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 organization 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 ServiceNow platform. This position supports operational excellence by aligning processes with ITIL standards and maximizing ServiceNow’s capabilities across multiple IT domains.

Responsibilities

• 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 ServiceNow

• 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 ServiceNow

• Curate and maintain the Knowledge Base in ServiceNow

• 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

Mandatory Skills

• Bachelor’s degree in information technology, Communications, Technical Writing, or related field. Or relevant experience in lieu of bachelor’s degree.

• 3 years of experience supporting or managing ITSM processes, including Change Management, Knowledge Management, or Asset/Configuration Management

• Hands on experience in ServiceNow CAB Workbench, Knowledge Modules, and CMDB Workspace

• Hands on experience administering or supporting ServiceNow 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

Desired Skills

• Prior experience as an IT process owner

• Experience with ServiceNow administration, development, and/or platform tools

• Experience with ServiceNow Business Management modules

• Experience with ServiceNow Service Management modules

• Experience as a facilitator or communications lead for collaborative IT initiative

The projected hourly range for this position is $30-40/hr.

On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.