ITSM Analyst

Wisconsin, WI, US • Posted 14 hours ago • Updated 6 hours ago
Contract W2
Contract Independent
On-site
$25.00 - $35.00/hr
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Fitment

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Job Details

Skills

  • Workflow
  • Collaboration
  • Leadership
  • Documentation
  • Reporting
  • Process Improvement
  • Service Delivery
  • Regulatory Compliance
  • Service Management
  • IT Operations
  • Organizational Skills
  • Microsoft Office
  • Microsoft Excel
  • Microsoft Outlook
  • Change Request Management
  • ITIL
  • Dashboard
  • Customer Service
  • Stakeholder Management
  • Communication
  • Attention To Detail
  • Organized
  • Management
  • ServiceNow
  • IT Service Management
  • Change Management

Summary

ITSM Analyst (ServiceNow)

Location: Remote

Duration: 3-6 Month Contract

Employment Type: Contract

Overview

We are seeking an experienced ITSM Analyst to support a high-volume ServiceNow environment and provide additional bandwidth to our IT Service Management team. This individual will play a critical role in managing incoming ServiceNow requests, coordinating change activities, and ensuring efficient execution of ITSM processes.

The ideal candidate will have strong ServiceNow experience, exceptional communication skills, and the ability to work effectively with both technical teams and business stakeholders in a fast-paced environment.

Responsibilities
  • Manage and prioritize incoming ServiceNow (SNOW) requests, incidents, and service requests.
  • Coordinate and facilitate ITSM processes, including Change Management activities.
  • Review, document, and process change requests while ensuring adherence to established governance and approval workflows.
  • Collaborate with IT teams, business stakeholders, and leadership to ensure timely request fulfillment.
  • Maintain accurate records, documentation, and reporting within ServiceNow.
  • Monitor ticket queues and drive resolution of outstanding requests.
  • Communicate status updates, risks, and escalations to appropriate stakeholders.
  • Assist with process improvements to enhance efficiency and service delivery.
  • Support ITSM best practices and help ensure compliance with organizational standards.

Required Qualifications
  • 2+ years of experience in an ITSM, Service Management, or IT Operations role.
  • Hands-on experience with ServiceNow (SNOW) is required.
  • Experience managing and coordinating Change Requests within an IT environment.
  • Strong understanding of IT Service Management processes and best practices.
  • Excellent verbal and written communication skills.
  • Ability to work independently in a remote environment.
  • Strong organizational skills with the ability to manage multiple priorities simultaneously.
  • Proficiency in Microsoft Office Suite, including Excel, Teams, and Outlook.

Preferred Qualifications
  • Experience supporting enterprise-level IT environments.
  • Familiarity with Incident, Problem, Change, and Request Management processes.
  • ITIL Foundation certification or equivalent ITSM experience.
  • Experience creating reports, dashboards, and metrics within ServiceNow.

Key Traits for Success
  • Strong customer service mindset.
  • Excellent stakeholder management and communication abilities.
  • Detail-oriented and highly organized.
  • Ability to thrive in a fast-paced environment with high ticket volume.
  • Proactive problem solver with a sense of ownership and urgency.

Contract Length: 3-6 Months

Location: 100% Remote

This role is ideal for an experienced ITSM professional who can quickly integrate into an existing team, help manage increased ServiceNow demand, and ensure smooth execution of ITSM and Change Management processes.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10110651
  • Position Id: a1Wcv000000vsjdEAA
  • Posted 14 hours ago

Company Info

About Brooksource

Here at Brooksource, relationships are at the center of everything we do. Since 2000, we have established and maintained long-lasting relationships with our clients and consultants to create an unparalleled experience. Brooksource is a trusted services provider that specializes in delivering Engineering and IT solutions for Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our Workforce Transformation program. As a certified partner for Salesforce, AWS, Microsoft, Google Cloud, and many other technology alliances, we are looking for professionals who want to be on the frontline of the latest trends in the industry.

We offer contract, contract-to-hire, and direct placement consultant opportunities, to provide a career path that can meet anyone's desires. The job search is hard, but you don’t have to do it alone! We know a successful partnership requires a good fit. Your personality, experience, and skill set are all important, contributing factors to that partnership. You can count on us to take the time to understand the type of technical and cultural fit that is right for you. As a Brooksource consultant, you will be provided with a comprehensive benefits plan, competitive compensation, and even paid time off!

Cyber Security Warning: Please be aware that all official Brooksource communications will ONLY come from emails displayed as [name]@brooksource.com. The use of any other domains is NOT an official Brooksource employee and could be fraudulent.

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Benefits & Perks: 

Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc. 

 Pay Disclaimer: 

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Partnerships:

  • Gold Microsoft Partner – Cloud Platform
  • Gold Microsoft Partner – Data Analytics
  • Silver Microsoft Partner – Data Platform
  • Silver Microsoft Partner – Security
  • Silver Microsoft Partner – Application Development
  • Silver Microsoft Partner – Data Center
  • AWS Partner
  • Salesforce Partner
  • Salesforce – Authorized Training Provider
  • Salesforce Talent Alliance Employer
  • Tableau Services Partner
  • Snowflake Partner
  • Google Cloud Platform (GCP) Services Partner

Awards (Extended):

  • Best Places to Work 2022, Charlotte Business Journal, 2022
  • Best Places to Work in Jacksonville, Jacksonville Business Journal, 2021
  • Best Places to Work in Jacksonville, Jacksonville Business Journal, 2020
  • Best Places to Work in Charlotte (#8 Small Business), Charlotte Business Journal, 2019
  • 2019 Best Places Work in Kentucky, Kentucky Chamber of Commerce, 2019
  • Top Workplaces, Indy Star, 2019
  • Best Places to Work in Jacksonville, Jacksonville Business Journal, 2019
  • Best & Brightest Companies to Work For in the Nation, Best & Brightest, 2018
  • Top Work Places, Indy Star, 2018
  • Best Places to Work, Jacksonville Business Journal, 2018
  • Best Places to Work, Charlotte Business Journal, 2018
  • Best Places to Work in Kentucky (Small/Medium), Kentucky Society for Human Resource Management State Council and the Kentucky Chamber of Commerce, 2018
  • Milwaukee’s 2018 Best And Brightest Companies To Work For, Milwaukee's Best and Brightest Place to Work, 2018
  • Best Places to Work, Best Places to Work in Kentucky, 2017
  • Best Places to Work, Best Places to Work in Kentucky, 2016
  • Best Places to Work, Jacksonville Business Journal, 2016
  • Top Workplaces, The Indianapolis Star, 2016
  • Top Workplaces, Indianapolis Star, 2015
  • Best Places to Work, Charlotte Business Journal, 2015
  • Best Places to Work Atlanta, Atlanta Business Chronicle, 2014
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