ServiceNow ITSM Process Analyst: Change & CMDB (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 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.