ServiceNow ITSM Analyst — Drive Process Improvement

Modivcare; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) Retirement Savings Plan with 公司

Tuition Reimbursement

Paid Time Off

Employee Discounts

Job summary

Modivcare is seeking an ITSM Analyst to manage ServiceNow-driven ITSM data, tools, and processes while designing improvements across the organization. The role emphasizes data quality, CMDB accuracy, and proactive problem management in a dynamic, service-oriented environment.

You will provide training and support to users, develop reports and dashboards, and collaborate with IT and business teams to optimize incident, change, knowledge, and asset reclamation workflows.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience with ServiceNow ITSM modules, reporting, and CMDB.
• Strong analytical and problem-solving abilities.
• Excellent communication skills and ability to train users.

Responsibilities

• Administers and supports ITSM tools, primarily ServiceNow, including forms, fields, and workflows.
• Designs and improves ITSM processes and workflows to meet business needs.
• Monitors ServiceNow performance and coordinates issue resolution with teams.
• Provides training and support to ServiceNow users and stakeholders.
• Creates and maintains ServiceNow reports, dashboards, and data views for operational metrics.
• Supports Change Management across standard, normal, expedited, and emergency changes.
• Manages Requests, Incidents, Problems, and other ITSM records in ServiceNow.
• Audits and improves ITSM data quality, CMDB records, and categorization.
• Drives ServiceNow process improvements and documents procedures.

Skills

ServiceNow

ITSM

CMDB

Change Management

Data Analysis

Troubleshooting

Training

Stakeholder Communication

Knowledge Management

Project Leadership

Education

Bachelor's Degree in Information Technology or related field

Job description

Modivcare is seeking an ITSM Analyst to manage ServiceNow-driven ITSM data, tools, and processes while designing improvements across the organization. The role emphasizes data quality, CMDB accuracy, and proactive problem management in a dynamic, service-oriented environment.

You will provide training and support to users, develop reports and dashboards, and collaborate with IT and business teams to optimize incident, change, knowledge, and asset reclamation workflows.