Sr ITSM Process Analyst
Job Summary
Job Description
The Senior ITSM Process Analyst will lead the design, documentation, and implementation of Release and Change Management processes for a financial services client. The role involves conducting gap analysis, stakeholder interviews, process design with ServiceNow best practices, configuring workflows, developing a future-state process backlog, defining a governance framework, designing dashboards and metrics, mapping DevOps integration, and providing training. The aim is to strengthen and standardize software release and change management practices.
Must have:
- 8+ years of ITSM Process Analysis experience.
- Deep knowledge of ServiceNow.
- Experience in process gap analysis.
- Familiarity with DevOps pipelines and tools.
- Strong experience with metrics definition and KPI tracking.
Good to have:
- ITIL certification (v3 or v4) preferred.
7 skills required
Job Details
About Ness Digital Engineering
Ness Digital Engineering is a full-lifecycle digital engineering firm offering digital advisory through scaled engineering services. We bring a deep understanding of industry domains and technical expertise to help clients accelerate innovation, drive operational excellence, and achieve sustainable growth. With a global delivery model and collaborative culture, Ness empowers businesses to unlock the full potential of digital transformation.
Location: Chicago, IL
No of positions:1
Salary Range: 110-160k PA
Program Summary
Ness Digital Engineering is seeking a Senior ITSM Process Analyst to lead the design, documentation, and implementation of Release and Change Management processes for one of our key financial services clients. The initiative aims to strengthen and standardize clients’ software release and change management practices by leveraging ServiceNow (SNOW), improving governance, identify integrating with existing DevOps pipelines , and delivering role-based dashboards and training.
Key Roles and Responsibilities
The Senior ITSM Process Analyst will be responsible for the following core functions:
1. Process Design and Implementation
- Perform a current vs. future state gap analysis for clients Release and Change Management processes
- Conduct stakeholder interviews to understand existing workflows and identify pain points
- Align, Design and document processes with ServiceNow best practices and recommend process refinements for process implementation
- Configure structured workflows/templates in ServiceNow for different release types (Major, Minor, Expedited, Emergency)
- Develop a future-state process backlog based on analysis and stakeholder feedback
2. Governance Framework Definition
- Identify and engage key stakeholders across Development, QA, Operations, and Management
- Define and formalize roles, responsibilities, and approval hierarchies
- Establish governance mechanisms to ensure compliance, traceability, and accountability across the release lifecycle
3. Dashboard and Metrics Design
- Define Key Performance Indicators (KPIs) such as release frequency, change success rate, and incident impact.
- Design and implement role-based dashboards and reports in ServiceNow to provide insights into operational performance.
- Enable visualization of raw data to support strategic decision-making.
4. DevOps Integration Mapping
- Analyze DevOps toolchain (UCI/UCD) to identify integration points with ServiceNow Release Management.
- Document all integration touchpoints and dependencies between tools and processes.
5. Training and Stakeholder Enablement
- Prepare and deliver training sessions for subject matter experts (SMEs) and stakeholders on the new workflows and templates.
- Conduct briefings to ensure alignment and adoption of the redesigned processes.
Key Skills and Qualifications
- 8+ years of experience in ITSM Process Analysis with a focus on Release and Change Management.
- Deep knowledge of ServiceNow including configuration of workflows, templates, dashboards, and reporting.
- Experience conducting process gap analysis and aligning legacy practices with modern ITSM standards.
- Familiarity with DevOps pipelines and tools (UCI/UCD, CI/CD practices).
- Strong experience with metrics definition and KPI tracking within ITSM frameworks.
- Proven ability to define governance models and enforce role clarity across cross-functional teams.
- Strong stakeholder engagement and training delivery skills.
- ITIL certification (v3 or v4) preferred.
- Excellent communication, analytical thinking, and documentation skills.
Ness is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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