RK Management Consultants, Inc.
We are seeking an experienced ITSM Business Analyst with strong ServiceNow expertise to support and enhance enterprise IT Service Management operations. This role is instrumental in strengthening Change, Problem, and Software Asset Management processes while leveraging ITSM data analytics to improve service delivery. The ideal candidate will help drive operational consistency, regulatory compliance, and process optimization across the organization using ServiceNow as the primary platform.
Job Title: ITSM Business Analyst – ServiceNow
Duration: 6 Month Contract
Location: Chicago, IL
Key Responsibilities:
• Analyze operational data from various internal systems to uncover patterns, insights, and opportunities for improvement.
• Validate data sources and apply structured analytical techniques to ensure accuracy and reliability of reporting.
• Partner with cross-functional teams to design and document workflows, process maps, and other supporting artifacts.
• Implement and reinforce governance standards to enhance process maturity and reduce organizational risk.
• Review and interpret policies to ensure adherence to internal controls and regulatory requirements.
• Leverage ServiceNow and Azure DevOps to generate reports, dashboards, and performance insights.
• Monitor ITSM metrics and identify process gaps or anomalies impacting service performance.
• Collaborate with Change and Problem Management teams to assess KPIs (such as change effectiveness and emergency change volume) and recommend corrective actions.
• Oversee software asset lifecycle activities, ensuring alignment with CSDM structure, ITIL best practices, and COBIT standards.
• Maintain CMDB accuracy and support software lifecycle management, including End-of-Life tracking and remediation planning.
To apply for this job please visit www.linkedin.com.