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.
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