ITSM Sr Analyst

Job Purpose

The ITSM Analyst supports the IT Service Management team by administering and improving ServiceNow capabilities, reporting, configuration management, and service management processes. The role maintains accurate relationships among configuration items, applications, infrastructure, vendors, and business services to strengthen service visibility and impact analysis.

How You Make an Impact (Job Accountabilities)

ServiceNow Administration, Reporting and CMDB Governance | 35%

• Administer ServiceNow users, groups, roles, forms, workflows, catalogs, and configuration items.
• Develop ServiceNow dashboards, scorecards, KPIs, and executive reporting.
• Create and maintain recurring operational and leadership reports.
• Support CMDB governance, audits, and data quality initiatives.
• Define and maintain configuration-item relationships and service dependency mappings.
• Support service maps and impact analysis across applications, infrastructure, vendors, and business services.

IT Service Management Process Support | 25%

• Support Incident, Request, Change, Problem, Knowledge, and Service Level Management processes.
• Maintain process documentation, procedures, standards, and governance artifacts.
• Track and report ITSM process performance and compliance metrics.
• Participate in service reviews and continual service improvement activities.

Asset and Configuration Management | 15%

• Maintain IT asset inventories and CMDB accuracy.
• Perform reconciliation and data validation activities.
• Partner with service owners to ensure configuration items and services are accurately documented.
• Support software, hardware, and lifecycle management processes.

Vendor, Contract and Telecom Expense Administration | 15%

• Maintain vendor and contract repositories.
• Track renewals, service agreements, maintenance contracts, and licensing agreements.
• Assist with vendor performance reviews and contract governance activities.
• Manage telecom expenses, including reporting, optimization, and cost-saving opportunities.
• Coordinate with Procurement, Finance, and IT stakeholders.

Continuous Improvement and Automation | 10%

• Identify opportunities for process optimization and automation.
• Document improvement opportunities and recommendations.
• Support implementation of workflow automation and operational efficiency initiatives.
• Assist with special projects and service management initiatives.

What You Bring to the Role (Job Qualifications / Education / Skills / Requirements / Capabilities)

• Education: Bachelor’s degree in Finance, Business Administration, Information Technology, or a related field; equivalent experience may be considered.
• Experience: Several years of experience supporting ITSM activities and ServiceNow in an enterprise environment.
• Certification: ITIL certification or equivalent ITIL knowledge is preferred.
• Required knowledge and skills include:
• Strong knowledge of ITIL principles and IT service management practices.
• Proven experience with ServiceNow administration, reporting, CMDB governance, and configuration-item relationships.
• Experience supporting ITSM processes, governance, audits, metrics, and documentation.
• Experience with asset, vendor, contract, licensing, and telecom expense administration.
• Experience identifying and automating manual processes.
• Ability to work effectively with business and IT teams and interact confidently with senior management.