ITSM Process Management Analyst

Our West Michigan Client is seeking an ITSM Process Management Contractor to support the development, maturity, and implementation of IT Knowledge Management using ServiceNow ITSM. The ideal candidate will collaborate with stakeholders, optimize knowledge processes, and enhance accessibility across our IT organization. This is a hybrid role onsite Mon, Tues, Wed.

• Collaborate with users and stakeholders to define knowledge management requirements.
• Develop and communicate a clear knowledge strategy aligned with ITSM principles.
• Structure and maintain a well-organized knowledge base within ServiceNow ITSM.
• Optimize workflows for knowledge creation, approval, and maintenance.
• Ensure alignment with ITIL and ITSM frameworks to drive efficiency.
• Provide training and support to enhance knowledge adoption across teams.
• Monitor and analyze knowledge usage, identifying gaps and areas for improvement.
• Lead change management efforts to facilitate knowledge-sharing culture.

• 2-5 years of experience with ServiceNow Knowledge Management deployment.
• Strong understanding of IT Service Management (ITSM) principles and ITIL framework.
• Experience in process improvement, automation, and optimization within ServiceNow.
• Excellent communication and stakeholder management skills.
• Ability to analyze data and report on knowledge management effectiveness.
• Problem-solving mindset and ability to work independently.
• ServiceNow certifications (e.g., Certified Implementation Specialist - ITSM, Knowledge Management).
• Basic scripting knowledge (JavaScript) for custom configurations in ServiceNow.
• Experience working in enterprise IT environments.

• ServiceNow ITSM
• ServiceNow Knowledge Management
• ITIL
• JavaScript
• Large Enterprise experience
• Process improvement
• Automation

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.