IT Service Management Analyst II

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

This position is responsible for managing and maintaining IT Service Management (ITSM) data, tools, and technologies while analyzing, designing, implementing, and continuously improving ITSM processes across the organization. The role helps ensure ITSM tools, workflows, and data are effective, accurate, and aligned with organizational needs.

The ideal candidate is a collaborative, technically skilled professional with strong analytical, troubleshooting, organizational, and communication skills. They are comfortable working in dynamic environments, supporting diverse audiences, and using sound judgment to solve problems and improve processes.

This role serves as a key resource for ITSM tools and processes, including ServiceNow, while supporting IT Asset Reclamation, proactive problem management, knowledge management, and ITSM data quality. The analyst may also lead projects and provide training and technical support to users.

This role...

• Administers, configures, and supports IT Service Management (ITSM) tools, primarily ServiceNow (SNOW), including forms, fields, workflows, and platform data.

• Designs, documents, and continuously improves ITSM processes and workflows within ServiceNow to support business and operational requirements.

• Monitors ServiceNow performance, troubleshoots platform and process-related issues, and coordinates with appropriate teams through resolution.

• Provides technical support and training to ServiceNow users, fulfillers, and stakeholders.

• Creates and maintains ServiceNow reports, dashboards, filters, and data views, translating stakeholder requirements into meaningful operational metrics and visualizations.

• Supports and administers the IT Change Management process within ServiceNow across Standard, Normal, Expedited, and Emergency Changes, including submission, assessment, approvals, scheduling, implementation, validation, and closure.

• Serves as a ServiceNow fulfiller administrator and power user, supporting the end-to-end lifecycle and relationships of Requests, Requested Items (RITMs), Catalog Tasks, Incidents, Major Incidents, Change Requests, and Problem Records.

• Audits, validates, and corrects ITSM data, including CMDB records, tickets, locations, assignments, and categorization, to maintain data quality and process compliance.

• Identifies, creates, coordinates, and manages Problem Records for non-major incidents as part of Proactive Problem Management.

• Creates and maintains internal IT and End-User Knowledge Base articles in support of Knowledge Management practices.

• Drives and owns the IT Asset Reclamation process for end-user computing devices, coordinating with users and internal teams as necessary.

• Partners with IT teams, process owners, and business stakeholders to identify and implement ServiceNow and ITSM process improvement opportunities.

• Tests and validates ServiceNow enhancements, configuration changes, workflows, and platform releases.

• Develops and maintains ServiceNow and ITSM process documentation, procedures, work instructions, and training materials.

• Participates in ITSM projects and ServiceNow enhancements and may lead ITSM or ServiceNow-related projects as assigned.

• Performs other duties as assigned.

We are interested in speaking to individuals with the following...

• Bachelor's Degree in Information Technology, Computer Science, or related field required.

• Equivalent combination of education and/or experience may be considered.

• Three (3) plus years of experience.

• Proficiency in ServiceNow, including ITSM modules, reporting, and CMDB.

• Strong interpersonal skills, leadership ability, and a positive attitude.

• Exemplary verbal and written communication skills tailored to diverse audiences, including executives.

• Ability to adapt and thrive in dynamic, fast-paced environments.

• Confidence and skill in directing others under pressure while maintaining focus and achieving optimal customer outcomes.

• Excellent customer-facing skills.

• Exceptional organizational and coordination abilities.

• Strong analytical skills for sound decision-making and problem-solving.

• Strong technical troubleshooting skills.

• Excellent communication and training abilities.

Salary: $67,500-$90,000

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. 

Primarily seated work; extensive computer and telephone use; occasional standing, walking, reaching, bending, and lifting up to 10 lbs. 

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com