ServiceNow Business Analyst

Job Title: ServiceNow Business Analyst
Location: Chicago, IL-Hybrid role
Duration: 6 months

Job Description:

POSITION SUMMARY:

Serve as a part of an IT Service Management (ITSM) team in a highly regulated environment supporting the Federal Home Loan Bank of Chicago. The ITSM Business Analyst is responsible for the daily execution, monitoring, and continuous improvement of IT Service Management processes. This role supports the operational integrity of Change Management, Problem Management, Software Asset Management, and ITSM Data Analytics, ensuring compliance, efficiency, and service quality across the enterprise. We use ServiceNow to deliver and maintain technology solutions that improve operational efficiency.

RESPONSIBILITIES

• Pull information from multiple sources from within the organization while analyzing and reporting the relevant data trends for informed decision making.
• Determine the validity and reliability of data; implement new analytical techniques and methods to ensure data quality and integrity.
• Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams.
• Institute governance to optimize processes and minimize long-term risk.
• Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance.
• Use ServiceNow and Azure DevOps to extract and visualize operational data.
• Identify trends and anomalies to inform process improvements and reduce service disruptions.
• Partner with Change Manager and Problem Manager to analyze metrics (e.g., success rate, emergency change rate) and recommend process adjustments.
• Manage the software onboarding process, ensuring alignment with ITIL and COBIT standards.
• Maintain accurate software asset records in the CMDB repository and manage End-of-Life action plans.

EDUCATION & EXPERIENCE REQUIREMENTS:

• 4 years' degree or equivalent experience is required.
• 3+ years of hands-on experience in ITSM operations.
• Strong understanding of ITIL practices; ITIL Foundation or Intermediate certification preferred.
• Experience with ServiceNow workflows and reporting.

Joshua Gidugu