ITSM Process Analyst

This role is responsible for analyzing and optimizing IT Service Management (ITSM) processes—including Incident, Major Incident, Problem —within the ServiceNow platform. 

The Analyst will triage user-reported issues, collaborate with ITSM Process Owners and Champions to refine workflows, document business and functional requirements, and validate technical solutions. By bridging the gap between process stakeholders and technical teams, this position ensures that ServiceNow enhancements improve efficiency, process quality, and user experience.

Key Responsibilities

Process Analysis & Optimization

• Work closely with ITSM Process Owners and Champions to document current-state workflows, pain points, and cross-module dependencies (e.g., Incident, Problem, Change).
• Identify opportunities to improve process efficiency and integration across ITSM modules.
• Assess how platform configurations, data models, integrations (e.g., CMDB, monitoring tools), and security requirements impact ITSM workflows.
• Support continuous improvement initiatives by identifying automation and optimization opportunities.

Stakeholder Engagement & Requirements Gathering

• Triage user-submitted tickets related to process issues, tool usability, and potential defects; escalate complex cases appropriately.
• Translate business needs into clear user stories, functional requirements, and process diagrams.

Solution Delivery Support

• Partner with developers to translate requirements into technical specifications.
• Assist in designing solutions that adhere to ITIL standards and organizational policies.
• Support backlog grooming and sprint planning with detailed actionable user stories.

Testing & Validation

• Validate user-reported bugs/issues in non-production environments; document reproducibility steps and potential root causes.
• Plan and execute functional, regression, and user acceptance testing (UAT).
• Track test results, document defects, and verify resolutions

Release Management & Post-Implementation

• Prepare and submit change requests in accordance with IT change management protocols.
• Support production deployments and conduct post-implementation reviews to gather feedback and identify improvements.

Required Qualifications

• Education: Bachelor’s degree in IT, Business, or related field (or equivalent experience).
• Experience:
  • 1–3 years in ITSM processes (Incident, Problem, Change) or technical support/troubleshooting.
  • 2+ years of hands-on experience with ServiceNow or similar ITSM platforms (e.g., Jira, BMC), specifically within ITSM modules in an enterprise environment.
• Skills:
  • Ability to collaborate with Process Owners and stakeholders to define and document requirements.
  • Strong analytical thinking, problem-solving, and communication skills.
  • Understanding of ITIL framework and principles.
  • Familiarity with software testing methodologies (functional, regression, UAT).

Preferred Qualifications

• ServiceNow certifications (e.g., Certified System Administrator [CSA], Certified Implementation Specialist – ITSM [CIS-ITSM]).
• ITIL® Intermediate certifications.
• Experience with ServiceNow integrations (APIs, MID Server).
• Basic knowledge of application security and access control principles.

Experience Level

Entry Level