Information Technology Service Management Analyst

Modivcare; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) Retirement Savings Plan with 公司

Tuition Reimbursement

Paid Time Off

Employee Discounts

Job summary

Modivcare is seeking an ITSM Analyst to manage ServiceNow-driven ITSM data, tools, and processes while designing improvements across the organization. The role emphasizes data quality, CMDB accuracy, and proactive problem management in a dynamic, service-oriented environment.

You will provide training and support to users, develop reports and dashboards, and collaborate with IT and business teams to optimize incident, change, knowledge, and asset reclamation workflows.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience with ServiceNow ITSM modules, reporting, and CMDB.
• Strong analytical and problem-solving abilities.
• Excellent communication skills and ability to train users.

Responsibilities

• Administers and supports ITSM tools, primarily ServiceNow, including forms, fields, and workflows.
• Designs and improves ITSM processes and workflows to meet business needs.
• Monitors ServiceNow performance and coordinates issue resolution with teams.
• Provides training and support to ServiceNow users and stakeholders.
• Creates and maintains ServiceNow reports, dashboards, and data views for operational metrics.
• Supports Change Management across standard, normal, expedited, and emergency changes.
• Manages Requests, Incidents, Problems, and other ITSM records in ServiceNow.
• Audits and improves ITSM data quality, CMDB records, and categorization.
• Drives ServiceNow process improvements and documents procedures.

Skills

ServiceNow

ITSM

CMDB

Change Management

Data Analysis

Troubleshooting

Training

Stakeholder Communication

Knowledge Management

Project Leadership

Education

Bachelor's Degree in Information Technology or related field

Job description

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

This position is responsible for managing and maintaining IT Service Management (ITSM) data, tools, and technologies while analyzing, designing, implementing, and continuously improving ITSM processes across the organization. The role helps ensure ITSM tools, workflows, and data are effective, accurate, and aligned with organizational needs.

The ideal candidate is a collaborative, technically skilled professional with strong analytical, troubleshooting, organizational, and communication skills. They are comfortable working in dynamic environments, supporting diverse audiences, and using sound judgment to solve problems and improve processes.

This role serves as a key resource for ITSM tools and processes, including ServiceNow, while supporting IT Asset Reclamation, proactive problem management, knowledge management, and ITSM data quality. The analyst may also lead projects and provide training and technical support to users.

This role...

• Administers, configures, and supports IT Service Management (ITSM) tools, primarily ServiceNow (SNOW), including forms, fields, workflows, and platform data.
• Designs, documents, and continuously improves ITSM processes and workflows within ServiceNow to support business and operational requirements.
• Monitors ServiceNow performance, troubleshoots platform and process-related issues, and coordinates with appropriate teams through resolution.
• Provides technical support and training to ServiceNow users, fulfillers, and stakeholders.
• Creates and maintains ServiceNow reports, dashboards, filters, and data views, translating stakeholder requirements into meaningful operational metrics and visualizations.
• Supports and administers the IT Change Management process within ServiceNow across Standard, Normal, Expedited, and Emergency Changes, including submission, assessment, approvals, scheduling, implementation, validation, and closure.
• Serves as a ServiceNow fulfiller administrator and power user, supporting the end-to-end lifecycle and relationships of Requests, Requested Items (RITMs), Catalog Tasks, Incidents, Major Incidents, Change Requests, and Problem Records.
• Audits, validates, and corrects ITSM data, including CMDB records, tickets, locations, assignments, and categorization, to maintain data quality and process compliance.
• Identifies, creates, coordinates, and manages Problem Records for non-major incidents as part of Proactive Problem Management.
• Creates and maintains internal IT and End-User Knowledge Base articles in support of Knowledge Management practices.
• Drives and owns the IT Asset Reclamation process for end-user computing devices, coordinating with users and internal teams as necessary.
• Partners with IT teams, process owners, and business stakeholders to identify and implement ServiceNow and ITSM process improvement opportunities.
• Tests and validates ServiceNow enhancements, configuration changes, workflows, and platform releases.
• Develops and maintains ServiceNow and ITSM process documentation, procedures, work instructions, and training materials.
• Participates in ITSM projects and ServiceNow enhancements and may lead ITSM or ServiceNow-related projects as assigned.
• Performs other duties as assigned.

We are interested in speaking to individuals with the following...

• Bachelor's Degree in Information Technology, Computer Science, or related field required.
• Equivalent combination of education and/or experience may be considered.
• Three (3) plus years of experience.
• Proficiency in ServiceNow, including ITSM modules, reporting, and CMDB.
• Strong interpersonal skills, leadership ability, and a positive attitude.
• Exemplary verbal and written communication skills tailored to diverse audiences, including executives.
• Ability to adapt and thrive in dynamic, fast-paced environments.
• Confidence and skill in directing others under pressure while maintaining focus and achieving optimal customer outcomes.
• Exceptional organizational and coordination abilities.
• Strong analytical skills for sound decision-making and problem-solving.
• Strong technical troubleshooting skills.
• Excellent communication and training abilities.

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Primarily seated work; extensive computer and telephone use; occasional standing, walking, reaching, bending, and lifting up to 10 lbs.

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at [e-mail]