ServiceNow ITSM Analyst

We’re partnering with an enterprise organization undergoing a major ITSM transformation and are looking for an ITSM Analyst to play a key role in that journey. This position is focused on driving the transition from Cherwell to ServiceNow while improving core ITSM processes, automation, and service delivery across a highly regulated environment. It’s a great opportunity for someone who enjoys hands-on platform work, process improvement, and being part of large-scale modernization efforts.

What you’ll do
• Drive migration from Cherwell to ServiceNow (process alignment, workflow optimization)
• Support core ITSM functions: Incident, Change, Problem, Request, CMDB
• Build automation using scripting (PowerShell, Python, Bash)
• Improve workflows using ServiceNow + AI/Copilot capabilities
• Partner with security, infrastructure, and operations teams
• Support NERC CIP-related compliance and audit readiness
• Enhance integrations, configurations, and system performance

What we’re looking for
• Hands-on ServiceNow experience (admin, support, or dev)
• Experience with Cherwell or another ITSM platform
• Strong scripting/automation background
• Solid understanding of ITSM best practices
• CMDB experience
• Strong troubleshooting and problem-solving skills

Nice to have
• NERC CIP exposure
• Tripwire experience
• HAM/SAM exposure
• Experience using AI for ITSM automation

Why this role
• High-impact ServiceNow transformation
• Blend of operations + strategic initiatives
• Work in a regulated, enterprise environment