IT Operation analyst (servicenow)_ Atlanta, GA (w2/ Local only)

Datumtg; Atlanta (GA); On-site; USD 65,000 - 95,000; Full time

Job summary

Datumtg seeks a process professional to manage ITSM process operations, ensuring adherence to ITSM standards and delivering business outcomes. The role requires 3+ years in ITSM with strong Excel/Word skills and knowledge of ServiceNow.

You will coordinate workshops, support testing activities including UAT, and collaborate with Product Owner and platform teams to sustain process adoption and continuous improvement.

Qualifications

• BS or BA in Information Technology or related field with 3+ years of ITSM experience.
• Experience in process management, reporting, and User Acceptance Testing (UAT).

Responsibilities

• Manage the day-to-day ITSM process operations to ensure consistency, outcomes, and alignment with ITSM standards.
• Monitor process performance, metrics, risks, and opportunities for improvement; drive process maturity.

Skills

ITSM

UAT

Stakeholder engagement

Excel

Word

ServiceNow

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Job description

BS or BA degree with Information Technology three (3) or more years of experience in related field or any combination or equivalent education, experience, and formal training that allows the candidate to meet the requirements of the job.

Skill Experience Level

Word Mid (3-7 Years)

ITSM

UAT

Responsibilities:

Responsible for the day-to-day management, execution, and operational effectiveness of an assigned ITSM process. This role ensures the process is consistently followed across the enterprise, delivers expected business outcomes, and remains aligned with organizational objectives and ITSM standards.

Oversees operational process performance, monitors key metrics, and provides insight into trends, risks, and areas for improvement. They proactively identify opportunities to enhance process efficiency, effectiveness, compliance, and user experience, working closely with stakeholders to implement improvements and drive process maturity.

Key responsibilities include coordinating and supporting process-related initiatives, contributing to status reporting, facilitating process workshops, participating in project kickoffs, solution reviews, testing activities, and User Acceptance Testing (UAT).

Serves as a subject matter expert for the process and provides operational input to ensure solutions support business and process requirements.

The role is also responsible for stakeholder engagement, communication, documentation and training. This includes developing process awareness, educating users on process requirements and best practices, and ensuring supporting resources have the knowledge and tools needed to effectively execute the process.

As a key operational partner to the Product Owner, Business Analyst, and platform teams, to help maintain process compliance, supports governance activities as requested, and ensures the ongoing adoption, sustainment, and continuous improvement of the assigned ITSM process. By fostering collaboration and process discipline across the organization, helping maximize process performance and the value delivered through the ServiceNow platform.

Proficient in Excel and Word with some understanding of command line prompt. Able to adapt to an ever-changing environment. Must be solution oriented, a problem solver, process oriented, team player and good communication on all levels both written and verbal. ServiceNow knowledge preferred.

May perform additional responsibilities as assigned.