IT Operations & ServiceNow Analyst II

Novolex; Lake Forest (IL); On-site; USD 66,000 - 111,000; Full time

Job summary

Novolex is seeking an Analyst II, IT Operations Support to own ITSM reporting, data quality, and process execution across the enterprise. You will drive improvements, oversee junior staff, and apply ITIL best practices to incidents, changes, and knowledge management.

You will work closely with IT leadership to deliver accurate, real-time service health insights, improve SLA performance, and elevate overall IT service reliability across manufacturing, packaging, and distribution operations.

Qualifications

• 3–5+ years of progressive ITSM/IT operations experience
• Hands-on ServiceNow ITSM implementation and operations experience
• Proven ability to design and produce operational performance reports
• Deep ITIL knowledge across Incident, Problem, Change, Request, Knowledge Management
• Experience in data governance, ticket quality audits, and queue health

Responsibilities

• Own ITSM reporting, dashboards, and performance analytics across service domains
• Audit ticket quality, monitor queues, enforce accurate categorization and resolution documentation
• Lead incident and problem management activities, PIR support, and known error governance
• Support Change Advisory Board operations with change records review and reporting
• Develop and deliver knowledge management content and self-service improvements
• Administer ServiceNow platform configurations, SLAs, and catalog items
• Drive continuous service improvement initiatives with measurable outcomes

Skills

Analytical thinking

Communication

Self-directed

Mentoring

Data-driven decision making

Education

Bachelor's degree in Information Technology, Computer Science, Business Administration, Data Analytics, or related field

ITIL 4 Foundation certification

ServiceNow CIS-ITSM or CSA certification

HDI SCA or DST certification

Tools

ServiceNow ITSM

Power BI

Excel

Performance Analytics

Job description

Novolex is seeking an Analyst II, IT Operations Support to own ITSM reporting, data quality, and process execution across the enterprise. You will drive improvements, oversee junior staff, and apply ITIL best practices to incidents, changes, and knowledge management.

You will work closely with IT leadership to deliver accurate, real-time service health insights, improve SLA performance, and elevate overall IT service reliability across manufacturing, packaging, and distribution operations.