ITSM Business Analyst/ServiceNow Business Analyst

ITSM Business Analyst/ServiceNow Business Analyst

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.

Knowledge, Skills, Abilities, and Behaviors

• Excellent communications skills required verbally and written with all levels of IT and business management.
• Ability to work independently in a fast-paced, regulated environment.
• Detail-oriented with a focus on process compliance and data integrity.
• Create an inclusive working environment where change can be embraced by all backgrounds.
• Ability to communicate technical topics to a non-technical audience.
• Ability to break down ideas/issues into solutions.
• Give and receive effective feedback across all interactions.
• Seek opportunities to improve work processes, systems, etc.
• Demonstrates an understanding of risk that promotes positive change aligned to the business strategy.
• Deliver well-organized presentations at an appropriate level for the audience.
• Champion appropriate governance and sustain a risk intelligent culture through internal relationships.
• Comfortable leading operational reviews and collaborating across departments.