Berkeley Research Group (BRG)
Intelligence that works.
Senior ITSM ServiceNow Analyst
Location
District Of Columbia + 1 moreAll locations: District Of Columbia, Washington
Posted
24 days ago
Salary
$100K - $130K / year
Bachelor Degree3 yrs expEnglishITSMService Now
Job Description
• Own and maintain ITSM processes including Incident, Problem, Change, Request, and Knowledge Management
• Chair and facilitate governance meetings such as CAB, Incident Review, and Problem Review
• Ensure compliance with ITIL best practices and organizational policies
• Define and monitor KPIs, SLAs, and OLAs for ITSM processes
• Configure and maintain ITSM modules in ServiceNow (Incident, Change, Problem, CMDB, etc.)
• Develop workflows, business rules, and automation to optimize service delivery
• Collaborate with developers and stakeholders to implement enhancements and integrations
• Analyze process performance and identify opportunities for improvement
• Generate and present reports on ITSM performance metrics
Job Requirements
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
- ITIL v4 Foundation or higher certification
- 3–5 years of hands-on experience configuring ITSM processes in ServiceNow
- Proven experience in ITSM process ownership and governance
- ServiceNow administration and configuration proven experience
- Excellent facilitation and communication skills for leading meetings
- Analytical mindset with ability to interpret data and drive improvements
Benefits
- Up to 25% travel for short-term IT support and infrastructure projects
- IT personnel support global BRG locations, including remote employees and independent contractors
- Core support hours are between 8:00 AM – 7:00 PM local time, based on shift availability
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