ITSM Process Analyst - Hybrid

Job Description

Job Description

Genesis10 is currently seeking an ITSM Process Analyst for a hybrid position with a Public Sector Airport Authority located in Minneapolis, MN. This is a long-term contract opportunity.

Compensation: $32.00 - $42.00 per hour, W2, based on qualifications

Position Overview:
This role will strengthen service quality and advance process maturity across the enterprise by refining and scaling Knowledge and Change Management functions. The ITSM Process Analyst will enhance governance, analytics, and stakeholder engagement within the ServiceNow platform, ensuring processes align with ITIL standards to support operational excellence. This role is required to be on-site for a minimum of two days per week.

Key Responsibilities:

• Facilitate Change Advisory Board (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
• Curate and maintain the Knowledge Base in ServiceNow
• Partner with process owners and subject-matter experts to capture knowledge and convert it into usable articles
• Oversee the lifecycle management of knowledge articles, including creation, review, approval, publishing, and retirement
• Promote knowledge-centered service (KCS) principles where appropriate
• Drive continuous improvement across Knowledge, Change, and CMDB processes
• Provide training and guidance to technical teams and stakeholders

Primary Requirements:

• Bachelor's degree in Information Technology, Communications, Technical Writing, or a related field, or relevant experience in lieu of a degree
• 3+ years of experience supporting or managing ITSM processes, including Change Management and Knowledge Management
• Hands-on experience in ServiceNow CAB Workbench, Knowledge, Incident, and Problem Modules
• Hands-on experience administering or supporting ServiceNow ITSM modules
• 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 to leadership
• Ability to build strong customer relationships and deliver customer-centric solutions
• Experience making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems

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 a collaborative IT initiative

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all of our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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