Service Catalog Analyst - ITS3

State of Minnesota; Saint Paul (MN); Hybrid; USD 71,000 - 117,000; Full time

Job summary

Minnesota IT Services (MNIT) is seeking a Service Catalog Analyst in Saint Paul to build and maintain their IT service catalogs within the ServiceNow ITSM suite. The role supports state agencies, boards, and commissions, ensuring accurate, intuitive service offerings.

The position requires 3+ years of ITSM catalog experience, strong collaboration with technical teams, and the ability to translate business needs into usable catalog forms and workflows.

Qualifications

• 3+ years of experience creating or maintaining IT service catalog items, workflows, or request forms in an ITSM platform (e.g., ServiceNow).
• Experience documenting requirements for IT services, processes, or system enhancements.
• Ability to communicate clearly and collaborate with technical teams to implement or refine IT services.

Responsibilities

• Build and continually enhance MNIT’s service catalogs within the ITSM tool suite.
• Support the MNIT ServiceNow Service Catalog under ITSM supervision.
• Contribute to long-term vision and strategy for catalog services, ensuring compliance with State policies.

Skills

IT service catalog

ServiceNow

ITSM

Incident management

Job description

Working Title: Service Catalog Analyst

Job Class: Information Technology Specialist 3

Agency: Minnesota IT Services

• Job ID : 97376
• Loc ation : St. Paul
• Telework Eligible : Yes #LI-Hybrid
• Full/Part Time : Full-Time
• Regular/Temporary : Unlimited
• Who May Apply : Open to all qualified job seekers
• Date Posted : 10/07/2026
• Closing Date : 10/13/2026
• Hiring Agency/Seniority Unit : Minnesota IT Services
• Division/Unit : Enterprise Service Delivery
• Work Shift/Work Hours : Day
• Days of Work : Monday - Friday
• Travel Required : No
• Salary Range: $33.96 - $55.83 / hourly; $70,908 - $116,573 / annually
• Job Class Option : Application
• Classified Status : Classified
• Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE
• FLSA Status : Nonexempt
• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Join the 2,800+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (MNIT) who connect Minnesotans to services that will improve their lives. This position will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners.

As a Service Catalog Analyst with Minnesota IT Services (MNIT), you will use a wide range of problem-solving, technical, and business skills to build and continually enhance MNIT’s business and technical service catalogs within the ITSM tool suite. Your work supports MNIT and its partner agencies, boards, commissions, and selected political subdivisions by ensuring service catalog offerings are accurate, intuitive, and aligned with organizational needs.

In this role, you will support the MNIT ServiceNow Service Catalog, working under the guidance of the ITSM Supervisor and Manager to execute long-term vision and strategy. You will operate as part of a collaborative catalog team, handling routine and non-routine daily catalog activities, contributing to initiatives and projects of varying size and complexity, and ensuring all work complies with State of Minnesota statutes along with MNIT policies and procedures.

This position requires an employee to work onsite at 600 Robert Street North, St. Paul, Minnesota at least 50% of the time, with telework available. Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) eligibility depends on residence:

• Candidates living in Minnesota or within 50 miles of the worksite in a bordering state (Iowa, North Dakota, South Dakota, and Wisconsin) may telework up to 50%.
• Minnesota residents living more than 50 miles from the worksite may be eligible to telework more than 50%.
• Candidates living 50 miles or more from the worksite in a bordering state are not eligible for hire unless relocating within 50 miles.

Minimum Qualifications

To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp) :

This position requires a minimum of three (3) years of experience in creating or maintaining IT service catalog items, workflows, or request forms in an ITSM platform (e.g., ServiceNow).

Experience must include:

• Managing incidents, work orders, system upgrades, and service restoration across complex technical environments.
• Documenting business or technical requirements for IT services, processes, or system enhancements.
• Creating or maintaining procedural documentation such as standards, user guides, workflows, or policy-related materials.
• Collaborating with technical teams (developers, system administrators, service managers) to implement or refine IT services.
• Configuring or integrating ServiceNow or comparable ITSM platforms.
• Demonstrated ability to communicate clearly and effectively in a manner that facilitates mutual understanding.
• Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving to deliver positive user experiences.

Education in Information Technology (IT) or an IT related field may substitute for experience as follows: a master’s degree for eighteen (18) months of experience; a bachelor’s degree for one (1) year; and an associate’s degree for six (6) months.

Strongly Preferred Qualifications

• Experience supporting enterprise-scale technical environments or distributed systems.
• Experience analyzing service performance metrics or using data to identify service catalog issues, measure performance, or recommend improvements.
• Experience converting business needs into electronic forms, approval flows, and service delivery processes.
• Experience Analyzing service performance data or metrics to support process improvement or reporting.

Preferred Qualifications

• Experience applying ITIL, Service Delivery Management, or similar service management frameworks
• Demonstrated ability to develop procedures, standards, user guides, system documentation, or workflow models (e.g., UML, BPMN).
• Experience with web and application technologies relevant to catalog tools, such as JavaScript, HTML, XML/XSLT, SQL/Oracle, or J2EE components used in integrations, form logic, or catalog tooling.

Additional Requirements

• SEMA4 Records Checks (applies to current and past state employees only)
• Criminal History Check
• Reference Check
• Social Security and Address Verification
• Education Verification
• CJIS Background Check
• Other legally required checks

Minnesota IT Services does not participate in the federal E-Verify program. Minnesota IT Services is unable to sponsor applicants for work visas, including F-1 STEM OPT extensions, and cannot complete Form I-9 or any other documentation requiring employer participation in E-Verify. All applicants must be legally authorized to work in the United States at the time of application.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email [e-mail] . Please indicate what assistance is needed.