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Job Description
Role: ITSM Process Analyst- Asset Management Location: Hybrid in Minneapolis, MN (2 days onsite) Duration: 8/24/2026 - 12/31/2026 with high potential for extension Rate: Targeting $38/hour W2, depending on experience level
Position Overview We are seeking an ITSM Process Analyst to strengthen and mature enterprise IT service management practices within ServiceNow. The role spans Asset and Configuration Management, Change Management, and Knowledge Management, with the potential to expand over time into Incident and Problem Management.
This is an asset-management-first position. IT Asset and Configuration Management is expected to account for approximately 60%-70% of the role. The selected consultant will join while a more robust asset and configuration management capability is being implemented, work closely with the implementation partner and internal teams, and ultimately assume day-to-day ownership of the function.
The successful candidate will combine hands-on ServiceNow and CMDB expertise with strong process ownership, data discipline, documentation, facilitation, analytics, and stakeholder influence. This person must be able to move quickly in a complex operating environment, reconcile fragmented processes, and turn incomplete or inconsistent data into a trusted and sustainable operating model.
Required Qualifications - IT asset management depth: At least 3 years of ITSM process experience that includes substantial hands-on responsibility for IT Asset Management and CMDB processes. Asset management experience is required; Change or Knowledge Management experience alone is not sufficient.
- ServiceNow experience: Hands-on experience administering or supporting ServiceNow ITSM capabilities, including CAB Workbench, Knowledge Management modules, and CMDB Workspace.
- CMDB and lifecycle management: Practical experience with CMDB governance, hardware asset lifecycle management, CI attributes and relationships, discovery tooling, data reconciliation, inventory controls, and data-quality improvement.
- Implementation and ownership: Experience implementing, maturing, or operationally owning an enterprise asset/CMDB capability, including collaborating with a platform team, implementation partner, or vendor and supporting the transition into ongoing operations.
- Change and knowledge management: Experience facilitating enterprise CAB activities and developing clear knowledge articles, workflows, standards, operational procedures, and lifecycle controls.
- ITIL: Strong understanding of ITIL foundations and the ability to apply ITIL practices pragmatically in an enterprise environment.
- Analytics and reporting: Demonstrated ability to analyze operational data, define KPIs, build reports or dashboards, identify trends, and present useful insights to technical and leadership audiences.
- Communication and influence: Strong facilitation, collaboration, written communication, and stakeholder-management skills, including the ability to reconcile competing perspectives and drive adoption without direct authority.
Preferred Qualifications - Prior experience serving as an ITSM, IT Asset Management, CMDB, Change Management, or Knowledge Management process owner.
- ServiceNow administration, development, configuration, reporting, or platform-tool experience beyond basic end-user exposure.
- Experience with additional ServiceNow Service Management or Business Management capabilities, ServiceNow Discovery, automated imports, integrations, normalization, or reconciliation.
- Knowledge-centered service (KCS) experience or related knowledge-management certification or practice.
- Experience supporting Incident Management or Problem Management processes.
- Experience in a complex, regulated, high-availability, or continuously operating environment, including audits, compliance reviews, hardware inventories, or security-related asset remediation.
Key Responsibilities IT Asset and Configuration Management - Primary Focus (Approximately 60%-70%) - Participate in the implementation and maturation of the ServiceNow asset and configuration management capability, partnering with the implementation vendor and internal teams to understand the current environment, shape practical processes, and transition into ongoing ownership.
- Help define, document, and enforce CMDB governance, data standards, ownership expectations, and lifecycle controls.
- Maintain accurate hardware asset and configuration item data, including ownership, location, acquisition and lifecycle dates, status, attributes, CI relationships, and deployed, stored, spare, aging, or retired inventory.
- Validate, cleanse, reconcile, and improve data from discovery tools, contracts, invoices, vendor portals, inventories, and other repositories so teams can avoid unnecessary purchases and maintain clear accountability.
- Partner with Endpoint Engineering, Support, ServiceNow platform teams, Cybersecurity, vendors, and other stakeholders to clarify ownership across build, run, maintenance, vulnerability remediation, and retirement activities.
- Automate CI and asset lifecycle activities where practical and develop dashboards on asset health, lifecycle status, ownership, CMDB accuracy, completeness, and data-quality trends.
- Support audits, physical inventory reviews, compliance activities, and corrective-action efforts.
Change Management - Facilitate Change Advisory Board (CAB) meetings, document decisions, and track required follow-ups.
- Administer and maintain Change Management processes in ServiceNow, including CAB Workbench.
- Ensure changes follow ITIL/ITSM practices, organizational policies, documentation standards, approval requirements, and service expectations.
- Monitor change performance, trends, compliance, and outcomes, using the findings to improve policies, workflows, automation, service levels, reporting, and overall efficiency.
Knowledge Management - Curate and maintain the ServiceNow Knowledge Base and ensure content remains accurate, relevant, usable, and consistent.
- Partner with process owners, subject-matter experts, and support teams to capture operational knowledge and manage clear articles and procedures through creation, review, approval, publishing, maintenance, retirement, and archiving.
- Use analytics to monitor article usage, performance, content gaps, and customer satisfaction, and promote knowledge-centered service practices where appropriate.
Process Improvement and Stakeholder Engagement - Drive continuous improvement across Asset/CMDB, Change, and Knowledge Management processes while preparing for future Incident and Problem Management responsibilities.
- Define meaningful KPIs, translate trends into recommendations, and provide practical training, guidance, and documentation to technical, operational, and leadership audiences.
- Build trust and adoption across groups that use different processes, leading through expertise and results while making complex technical requirements understandable and actionable.
What Success Looks Like - Quickly develops a credible understanding of the current environment and becomes an effective partner to the implementation vendor and internal stakeholders.
- Establishes clear ownership, trusted asset and CMDB data, sustainable lifecycle practices, and reporting that teams can use to make decisions.
- Brings currently fragmented approaches into a practical, shared process that stakeholders can adopt and maintain.
- Strengthens Change and Knowledge Management while keeping asset management central and leaves behind durable processes, documentation, governance, and operating discipline.
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