Information Technology Service Management Analyst
IT Service Management (ITSM) Analyst – ServiceNowLocation: Carmel, IN (Onsite – 4 days/week)Duration: 6-month contract (high likelihood of extension/conversion)OverviewWe are seeking a skilled IT Service Management (ITSM) Analyst to support enterprise IT operations and strategic platform initiatives within a highly regulated environment. This role will play a key part in the transition from Cherwell to ServiceNow, while supporting core ITSM processes, automation efforts, and operational excellence initiatives.The ideal candidate brings hands-on ServiceNow experience, strong scripting and automation capabilities, and a solid understanding of ITSM best practices. This individual will collaborate across technical and business teams to improve service delivery, streamline workflows, and support compliance-related activities.Key ResponsibilitiesSupport migration from Cherwell to ServiceNow, including process alignment, workflow optimization, and platform enhancementsAdminister and support ITSM processes:Incident ManagementChange ManagementRequest ManagementProblem ManagementKnowledge ManagementCMDBHardware Asset Management (HAM)Software Asset Management (SAM)Develop and maintain automation solutions and scripts to improve efficiency and service deliveryLeverage AI-driven automation (ServiceNow & Microsoft Copilot) to streamline workflows and repetitive tasksAssist with regulatory and compliance preparation activities (NERC CIP-related)Partner with infrastructure, security, and operations teams to align ITSM processes with enterprise standardsAnalyze existing processes and recommend improvements for scalability, reliability, and efficiencySupport integrations, workflow configurations, and platform enhancementsProvide troubleshooting and operational support for ServiceNow and related systemsRequired QualificationsBachelor’s degree in Information Technology, Computer Science, or related fieldHands-on experience with ServiceNow (administration, support, or development)Experience working with Cherwell or other legacy ITSM platforms (must be open to working within Cherwell)Strong scripting and automation experience in one or more of the following:PowerShellPythonBashUnderstanding of ITSM processes and best practicesExperience working with or supporting CMDB environments (not a primary requirement)Strong analytical, troubleshooting, and problem-solving skillsAbility to work cross-functionally in a fast-paced enterprise environmentExcellent communication and collaboration skillsPreferred QualificationsExperience with TripwireExposure to NERC CIP compliance environments (audit experience not required)Experience leveraging AI/automation capabilities within ServiceNow or Microsoft CopilotFamiliarity with enterprise asset management practices (HAM/SAM)Additional InformationThis role supports both day-to-day ITSM operations and strategic modernization initiativesCandidates should be comfortable working in evolving environments, including legacy systems, while helping drive future-state solutionsTop SkillsRequired: ServiceNow, scripting & automation, willingness to work in/learn CherwellNice to Have: TripwireBonus: NERC/CIP exposure