ServiceNow Administrator / ITSM Analyst

TEKsystems • Greensboro, NC

5d • $49 - $71 • Remote

About The Position

We are seeking an experienced ServiceNow Administrator / ITSM Analyst to manage and optimize our ServiceNow platform while supporting ITSM and ITOM processes. The ideal candidate will have strong expertise in platform administration, workflow automation, CMDB governance, and ITIL-aligned service management practices along with business analysis skills, including process mapping, stakeholder engagement, requirements gathering, and user story development.

Requirements

• 5+ years of experience in IT Service Management (ITSM), IT Operations, ITOM, or ITIL-based environments.
• Strong hands-on experience with ServiceNow administration and enterprise ITSM/ITOM platforms.
• Proven business analysis skills, including process mapping, stakeholder engagement, requirements gathering, and user story development.
• Solid understanding of IT infrastructure, including networks, servers, virtualization, AWS, Azure, monitoring tools, certificates, and asset lifecycle management.
• Strong knowledge of ITIL practices; ITIL v4 certification preferred.
• Excellent analytical, documentation, communication, and stakeholder management skills.
• Postsecondary education in Information Technology, Computer Science, or a related field.

Responsibilities

• Administer and maintain the ServiceNow platform, including governance, configuration management, upgrades, patching, and user/role administration.
• Design, automate, and support workflows across the ServiceNow ecosystem.
• Manage and govern the CMDB, ensuring alignment with ITSM processes and data quality standards.
• Monitor platform performance and recommend process improvements to enhance operational efficiency.
• Analyze operational data, incidents, logs, and metrics to develop KPIs, reports, and executive dashboards.
• Document processes, integrations, and workflows while collaborating with technical and business stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree