ITSM & ServiceNow Analyst II — Operations & Reporting

Novolex; Charlotte, Northern (NC, KY); Hybrid; USD 66,000 - 111,000; Full time

Benefits offered by this job

401(k) plan with company match

Medical, dental, vision insurance

Paid vacation and sick days

Paid parental leave

Paid holidays and wellness program

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 apply ITIL practices, deliver actionable dashboards, and drive improvements in incident, problem, and change management.

This role partners with IT leadership to maintain service reliability and governance. As a senior member of the ITSM team, you will mentor junior analysts, build reporting pipelines, and contribute to CSI efforts while leveraging

Qualifications

• 3–5+ years of progressive experience in IT Service Management, IT operations support, or service desk operations within a large enterprise.
• Hands-on experience with ServiceNow ITSM, incident management workflows, SLA configuration, and dashboards.

Responsibilities

• Own design, production, and continuous improvement of ITSM performance reporting across all service domains.
• Audit ticket quality and queue health, enforce data governance, and improve categorization and routing.
• Lead post-incident reviews and CSI initiatives to drive measurable service improvements.
• Develop and maintain knowledge base and self-service content to deflect tickets.

Skills

ServiceNow

ITIL

Data analytics

Power BI

SLA reporting

Education

Bachelor's degree in Information Technology

Tools

ServiceNow Performance Analytics

Excel

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 apply ITIL practices, deliver actionable dashboards, and drive improvements in incident, problem, and change management.

This role partners with IT leadership to maintain service reliability and governance. As a senior member of the ITSM team, you will mentor junior analysts, build reporting pipelines, and contribute to CSI efforts while leveraging