ITSM Process Analyst

Genesis10 is currently seeking an ITSM Process Analyst for a hybrid position with a Public Sector Airport Authority located in Minneapolis, MN. This is a long-term contract opportunity. Compensation: $32.00 - $42.00 per hour, W2, based on qualifications Position Overview: This role will strengthen service quality and advance process maturity across the enterprise by refining and scaling Knowledge and Change Management functions. The ITSM Process Analyst will enhance governance, analytics, and stakeholder engagement within the ServiceNow platform, ensuring processes align with ITIL standards to support operational excellence. This role is required to be on-site for a minimum of two days per week. Key Responsibilities: Facilitate Change Advisory Board (CAB) meetings and track required follow-ups Ensure compliance with ITIL/ITSM best practices and organizational policies Monitor change performance metrics, trends, and compliance, producing regular reports and insights Administer and maintain Change Management processes in ServiceNow Curate and maintain the Knowledge Base in ServiceNow Partner with process owners and subject-matter experts to capture knowledge and convert it into usable articles Oversee the lifecycle management of knowledge articles, including creation, review, approval, publishing, and retirement Promote knowledge-centered service (KCS) principles where appropriate Drive continuous improvement across Knowledge, Change, and CMDB processes Provide training and…