Hybrid ITSM Process Analyst - ServiceNow & Change

On Demand is now Vubiquity - http://www.linkedin.com/company/vubiquity; Minneapolis (MN); Hybrid; USD 85,962,000 - 114,616,000; Full time

Benefits offered by this job

Healthcare insurance

Dental insurance

Vision insurance

Job summary

On Demand Group (ODG) is seeking an ITSM Process Analyst for a 6-month contract in a hybrid role in Minneapolis, MN. The analyst will refine and scale ITSM functions within ServiceNow, enhance governance, analytics, and stakeholder engagement, and drive knowledge, change, and asset lifecycle processes across IT domains.

The role emphasizes compliance with ITIL standards, data-driven insights, and a measurable, mature operation.

Qualifications

• Bachelor's degree in information technology or related field, or equivalent experience.
• 3+ years supporting ITSM processes including Change, Knowledge, or Asset/Configuration Management.
• Hands-on experience with ServiceNow CAB Workbench, Knowledge Modules, and CMDB Workspace.
• Experience administering ServiceNow ITSM modules.
• Knowledge of CMDB governance, asset lifecycle management, and discovery tooling.
• Background supporting enterprise change governance with CAB facilitation.
• Ability to write clear documentation and operational procedures.
• Strong ITIL knowledge and ability to apply it in enterprise settings.
• Ability to analyze data, build reports, and present insights.

Responsibilities

• Facilitate 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
• Improve change policies, workflows, and efficiency through data-driven insights
• Ensure Change documentation meets quality and compliance standards
• Identify opportunities for process improvement, automation, and SLAs within ServiceNow
• Curate and maintain the Knowledge Base in ServiceNow
• Partner with process owners, subject matter experts, and support teams to capture knowledge and convert it into usable articles
• Oversee lifecycle management of knowledge articles, including creation, review, approval, publishing, retirement, and archiving
• Ensure content accuracy, relevance, and consistency across all knowledge bases
• Monitor article performance, usage and customer satisfaction

Skills

ITSM

Change Management

Knowledge Management

ServiceNow

CMDB

CAB

ITIL

Data Analysis

Reporting

Documentation

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow CAB Workbench

CMDB Workspace

Knowledge Modules

Job description

On Demand Group (ODG) is seeking an ITSM Process Analyst for a 6-month contract in a hybrid role in Minneapolis, MN. The analyst will refine and scale ITSM functions within ServiceNow, enhance governance, analytics, and stakeholder engagement, and drive knowledge, change, and asset lifecycle processes across IT domains.

The role emphasizes compliance with ITIL standards, data-driven insights, and a measurable, mature operation.