IT Service Management Analyst II

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you! This position is responsible for managing and maintaining IT Service Management (ITSM) data, tools, and technologies while analyzing, designing, implementing, and continuously improving ITSM processes across the organization. The role helps ensure ITSM tools, workflows, and data are effective, accurate, and aligned with organizational needs. The ideal candidate is a collaborative, technically skilled professional with strong analytical, troubleshooting, organizational, and communication skills. They are comfortable working in dynamic environments, supporting diverse audiences, and using sound judgment to solve problems and improve processes. This role serves as a key resource for ITSM tools and processes, including ServiceNow, while supporting IT Asset Reclamation, proactive problem management, knowledge management, and ITSM data quality. The analyst may also lead projects and provide training and technical support to users. This role... Administers, configures, and supports IT Service Management (ITSM) tools, primarily ServiceNow (SNOW), including forms, fields, workflows, and platform data. Designs, documents, and continuously improves ITSM processes and workflows within ServiceNow to support business and operational requirements. Monitors ServiceNow performance, troubleshoots platform and process-related issues, and coordinates with appropriate teams through resolution. Provides technical support and training to ServiceNow users, fulfillers, and stakeholders. Creates and maintains ServiceNow reports, dashboards, filters, and data views, translating stakeholder requirements into meaningful operational metrics and visualizations. Supports and administers the IT Change Management process within ServiceNow across Standard, Normal, Expedited, and Emergency Changes, including submission, assessment, a