Information Technology Service Management Specialist

Position Overview

The client is seeking a ServiceNow ITSM Analyst with hands-on experience supporting IT Service Management processes within the ServiceNow platform. The ideal candidate will have experience in Change Management, Incident Management, and Problem Management, along with an active ITIL Foundation certification.

Responsibilities
• Support and maintain ServiceNow ITSM workflows including Incident, Change, Request, and Problem Management.
• Monitor workflow transitions and ensure process compliance.
• Manage and update Change (CHG), Incident (INC), and Request (REQ) records.
• Validate task completion and maintain accurate ServiceNow data.
• Monitor SLA performance and escalate issues when required.
• Assist in Change Management planning, documentation, risk assessments, and implementation reviews.
• Participate in Incident Management activities, including prioritization, escalation, and resolution coordination.
• Support Problem Management processes including root cause analysis and preventive actions.
• Generate reports and dashboards to track process performance and service metrics.
• Ensure adherence to established approval workflows, assignment rules, and governance standards.
• Collaborate with project managers, stakeholders, and technical teams to improve ITSM processes.
• Provide documentation, training, and process support to internal teams.

Required Skills
• 3+ years of IT Service Management (ITSM) experience.
• Hands-on experience with ServiceNow platform.

Strong knowledge of:
• Incident Management
• Change Management
• Problem Management
• Request Management
• Experience monitoring SLA compliance and workflow execution.
• Familiarity with ITSM process governance and best practices.
• Strong documentation and reporting skills.
• Excellent communication and stakeholder management abilities.
• Experience supporting process improvement initiatives.

Required Certifications
• Active ITIL Foundation Certification (ITIL v3 or ITIL v4)

Preferred Skills
• Experience working in government or large enterprise environments.
• ServiceNow workflow configuration and administration exposure.
• Knowledge of process automation and reporting within ServiceNow.
• Experience participating in Major Incident Management activities.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field.

Education
• Bachelor’s Degree preferred.
• Equivalent work experience may be considered.