Job Title: IT Service Management Analyst (Reporting & Knowledge Management)

Department: IT Service Excellence

Reporting To: Process Governance & Service Excellence Associate Director - IT Service Excellence

Time Zone:  Overlap with North American morning hours

Job Summary:

The IT ITSM Analyst plays a crucial role in the effective management and optimization of IT Service Management (ITSM) processes within the organization, utilizing the ServiceNow platform. This role will focus on supporting and improving ITSM processes such as Incident Management, Problem Management, Change Management, Major Incident Management, Knowledge Management and Reporting. The IT ITSM Analyst will collaborate with various stakeholders to ensure that IT services are delivered efficiently, and incidents or problems are resolved in a timely and effective manner. The ideal candidate will have a strong understanding of ITSM processes, along with hands-on experience using ServiceNow, and the ability to communicate effectively with both technical teams and end users.

Core Responsibilities:

Support ITSM process governance – Assist in monitoring and improving ITSM processes (Incident, Problem, Change, Major Incident, and Knowledge Management) to enhance service efficiency and alignment with business objectives.

Assist in process improvements – Help identify opportunities for streamlining workflows, automating tasks, and improving documentation.

Maintain Knowledge Management in ServiceNow – Support the governance and maintenance of knowledge articles, ensuring accuracy, accessibility, and compliance with best practices.

Create ITSM reports and dashboards – Develop and maintain reports within ServiceNow Performance Analytics (or other reporting tools) to track key ITSM metrics, providing insights to leadership.

Collaborate with IT and business teams – Work with various stakeholders to support ITSM process execution and ensure alignment with service objectives.

Support ITSM training efforts – Assist in creating training materials and guiding users on ITSM processes and ServiceNow functionality.

Analyze ITSM data trends – Identify recurring issues through data analysis and collaborate with teams to enhance long-term service efficiency.

Qualifications:

• 1+ years of experience working with ITSM processes (Incident, Problem, Change, Major Incident).

• 1+ years of hands-on experience with ServiceNow ITSM module (ServiceNow Reporting experience is a plus).

• Knowledge of Performance Analytics and/or Power BI (preferred but not required).

• Basic understanding of ITIL frameworks (certification is a plus).

• Familiarity with ServiceNow Knowledge Management module (preferred).

• Strong analytical and problem-solving skills.

• Excellent communication skills with both technical and non-technical audiences.

• Ability to prioritize tasks and meet deadlines in a fast-paced environment.

• Detail-oriented and eager to learn ITSM best practices.