Senior Business Analyst, IT Service Management

Schwarz Partners•Carmel, IN

About The Position

Schwarz Partners has an exciting opportunity for an IT Senior Business Analyst to join our team in Carmel, IN. The Senior Business Analyst, IT Service Management (ITSM) is responsible for defining, governing, and continuously improving IT service management processes across SPtech, with a primary focus on vendor management as a core ITSM capability. This individual contributor role partners closely with IT service owners, finance, and business stakeholders to establish clear, scalable processes for managing vendor relationships, contracts, service performance, and accountability. In addition to vendor management, the role focuses on ITSM process definition, standardization, measurement, and enablement through the ServiceNow platform. The Senior Business Analyst translates operational and business needs into well-defined ITSM processes supporting incident management, request fulfillment, service catalog design, CMDB governance, and vendor lifecycle management. This role emphasizes process ownership, analytical rigor, and continuous improvement across IT services and third-party engagements. About Schwarz Partners Schwarz Partners is one of the largest independent manufacturers of corrugated sheets and packaging materials in the U.S. Through our family of companies, we continuously build and strengthen our capabilities. You’ll find our products wherever goods are packaged, shipped, and sold—from innovative retail packaging to colorful in-store displays at pharmacies and grocers. You may also recognize our trucks on the highway. Schwarz Partners is built on the belief that independence and innovation go hand in hand. Our decentralized structure allows us to adapt quickly, bring new ideas to life, and thrive in a competitive marketplace. Our people are empowered to develop their skills, take ownership of their work, and grow with the organization.

Requirements

Experience supporting vendor-related IT processes, such as maintaining contract records, coordinating renewals, supporting budgeting inputs, or partnering with service owners and accounting on vendor lifecycle activities (deep procurement ownership not required).
Bachelor’s degree in Information Systems, Business, Computer Science, Engineering, or equivalent practical experience.
7+ years of progressive IT experience with at least 3+ years in IT service management, business analysis, or a comparable IT process–focused role.
Demonstrated experience leading and coordinating cross-functional initiatives or improvement projects, including requirements definition, stakeholder alignment, and outcome tracking.
Demonstrated experience owning, analyzing, or supporting ITSM services within the ServiceNow platform, including workflow design, backlog intake and prioritization, reporting, and stakeholder engagement.
Strong working knowledge of IT service management practices, including incident management, request fulfillment, service catalog design, and vendor management processes within an ITSM framework.
Demonstrated ability to manage and analyze vendor-related ITSM work, including maintaining accurate vendor and contract records, supporting renewal planning, and aligning vendor services to IT service ownership and operational needs.
Experience partnering with service owners, vendors, and internal teams (including accounting and procurement) to coordinate vendor lifecycle activities, service performance tracking, and budget-related inputs.
Strong analytical skills with the ability to use service and vendor data to identify risks, inefficiencies, cost drivers, and continuous service improvement opportunities.
Strong written and verbal communication skills, including the ability to document vendor-related processes, communicate expectations clearly, and provide concise executive-level summaries.
Ability to operate as a self-directed individual contributor, managing multiple initiatives simultaneously while building trusted, collaborative relationships with service owners, vendors, and business stakeholders.

Nice To Haves

ServiceNow certifications (CSA and/or ITSM) or equivalent hands-on platform experience supporting ITSM processes, reporting, and workflow enablement.
Experience working with ServiceNow integrations or data flows involving identity platforms (Active Directory/Azure AD), email, asset or endpoint tooling, monitoring/alerting systems, and/or CMDB-related data sources (hands-on development not required).
Experience supporting IT services in a manufacturing, multi-site, or otherwise distributed operating environment, with an understanding of the operational and vendor coordination challenges that come with scale.
Understanding of ITSM governance concepts and practical implementation of operating routines.
Familiarity with workflow automation concepts, integration patterns, and data quality practices for CMDB accuracy.
Experience with Agile delivery methods (Scrum/Kanban) for platform backlog execution.
Experience with ServiceNow modules commonly used in IT operations (ITSM, Service Catalog, CMDB, Integrations/APIs).

Responsibilities

Serve as the primary ITSM process owner for vendor management, ensuring accurate and current records for vendors, contracts, service ownership, renewal terms, and key obligations across SPtech.
Partner with IT service owners, procurement, and accounting to support vendor lifecycle activities, including contract renewals, budgeting inputs, spend visibility, and alignment of vendor agreements to service needs and performance expectations.
Analyze vendor-related data and processes to identify risks, inefficiencies, and improvement opportunities, and define standardized workflows and reporting to improve vendor governance, financial predictability, and operational accountability.
Design, document, and maintain IT service management processes aligned to SPtech operational needs and ServiceNow capabilities.
Establish and maintain standard processes and workflows for incident management, request fulfillment, service catalog structure, and CMDB governance.
Partner with IT teams and service owners to identify process gaps, inefficiencies, and improvement opportunities.
Translate business and IT requirements into clear process documentation, workflow designs, and ServiceNow configuration guidance.
Support ServiceNow process enablement by collaborating with platform administrators, developers, and automation resources.
Lead continuous service improvement (CSI) initiatives focused on process optimization, automation readiness, and ServiceNow adoption.
Ensure ITSM processes are documented, versioned, and communicated effectively to IT teams and stakeholders.
Lead and coordinate continuous service improvement (CSI) initiatives by defining scope, success metrics, and timelines, and partnering with service owners and technical teams to drive measurable improvements in service quality, cost, and efficiency.
Ability to prioritize and multi-task between duties at any given time.
Ability to communicate with business stakeholders on status of projects/issues.
Solid communication and interpersonal skills.
Comply with company policies and procedures and all applicable laws and regulations.
Additional duties as assigned.