ITSM Process Analyst - Hybrid

Genesis10; Minneapolis (MN); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Health Savings Account

401K

Commuter Benefits

Job summary

Genesis10 is seeking an ITSM Process Analyst for a hybrid, long-term contract with a major aviation authority in Minneapolis, MN. The role centers on Knowledge, Change, and Asset/Configuration Management within the ServiceNow platform, focusing on governance, analytics, and stakeholder engagement.

You will lead CAB meetings, maintain the CMDB and Knowledge Base, enable data-driven change, and train teams on ITIL-aligned practices.

Qualifications

• Bachelor's degree in Information Technology, Communications, Technical Writing, or a related field, or equivalent experience
• 3+ years of experience supporting or managing ITSM processes, including Change Management, Knowledge Management, or Asset/Configuration Management
• Hands-on experience in ServiceNow CAB Workbench, Knowledge Modules, and CMDB Workspace
• Hands-on experience administering or supporting ServiceNow ITSM modules
• Experience with CMDB governance, asset lifecycle management, and discovery tooling
• Background supporting enterprise change governance, including CAB facilitation
• Proven ability to write clear documentation, workflows, and operational procedures
• Strong understanding of ITIL foundations and practical application within an enterprise environment
• Demonstrated ability to analyze data, build reports, and present insights to leadership
• Must be able to work on-site for a minimum of 2 days per week

Responsibilities

• Facilitate Change Advisory Board (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
• Curate and maintain the Knowledge Base in ServiceNow, overseeing the lifecycle of knowledge articles
• Partner with subject-matter experts to capture knowledge and convert it into usable articles
• Assist with defining and enforcing CMDB governance, standards, and best practices
• Ensure data integrity and accuracy within the CMDB for all hardware assets
• Identify opportunities for automation within the configuration item (CI) lifecycle
• Drive continuous improvement across Knowledge, Change, and CMDB processes
• Provide training and guidance to technical teams and stakeholders

Skills

ITSM experience

ServiceNow expertise

CAB facilitation

CMDB governance

Data analysis & reporting

ITIL foundations

Documentation writing

On-site availability

Education

Bachelor's degree or equivalent in IT/related

Tools

ServiceNow CAB Workbench

Knowledge Modules

CMDB Workspace

ServiceNow ITSM modules

Discovery tooling

Job description

Genesis10 is currently seeking an ITSM Process Analyst for a long-term contract position with a Major Aviation Authority located in Minneapolis, MN. This is a hybrid opportunity.

Compensation: $35.00 - $42.00 per hour, W2, based on qualifications

Position Overview:

This role is responsible for performing Knowledge Management, Change Management, and Asset Management functions for a large organization. The ITSM Process Analyst will refine and scale these functions into a mature, measurable, and optimized operation by enhancing governance, analytics, and stakeholder engagement. The primary focus is to ensure high-quality knowledge content, efficient change processes, and accurate asset lifecycle management within the ServiceNow platform, aligning processes with ITIL standards.

Key Responsibilities:

• Facilitate Change Advisory Board (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
• Curate and maintain the Knowledge Base in ServiceNow, overseeing the lifecycle of knowledge articles
• Partner with subject-matter experts to capture knowledge and convert it into usable articles
• Assist with defining and enforcing CMDB governance, standards, and best practices
• Ensure data integrity and accuracy within the CMDB for all hardware assets
• Identify opportunities for automation within the configuration item (CI) lifecycle
• Drive continuous improvement across Knowledge, Change, and CMDB processes
• Provide training and guidance to technical teams and stakeholders

Primary Requirements:

• Bachelor's degree in Information Technology, Communications, Technical Writing, or a related field, or equivalent experience
• 3+ years of experience supporting or managing ITSM processes, including Change Management, Knowledge Management, or Asset/Configuration Management
• Hands-on experience in ServiceNow CAB Workbench, Knowledge Modules, and CMDB Workspace
• Hands-on experience administering or supporting ServiceNow ITSM modules
• Experience with CMDB governance, asset lifecycle management, and discovery tooling
• Background supporting enterprise change governance, including CAB facilitation
• Proven ability to write clear documentation, workflows, and operational procedures
• Strong understanding of ITIL foundations and practical application within an enterprise environment
• Demonstrated ability to analyze data, build reports, and present insights to leadership
• Must be able to work on-site for a minimum of 2 days per week

Desired Skills:

• Prior experience as an IT process owner
• Experience with ServiceNow administration, development, and/or platform tools
• Experience with ServiceNow Business Management modules
• Experience with ServiceNow Service Management modules
• Experience as a facilitator or communications lead for a collaborative IT initiative

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all of our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

#DIG10-MN #INDGEN10 #LI-LP1