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Position Summary:

The ITSM Process Analyst – Sr ServiceNow Engineer is responsible for working within the team to own and govern IT Service Management (ITSM) processes across the organization, ensuring alignment with ITIL best practices. This role chairs key process governance meetings such as the Change Advisory Board (CAB) and Major Incident Reviews, while also providing hands-on configuration and administration of ITSM workflows within ServiceNow. The ideal candidate combines process vision & leadership along with technical expertise within ServiceNow to drive continuous improvement and operational excellence. This position will report to the Senior IT Manager, Production Operations.

Key Responsibilities:

• Process Ownership & Governance
  • 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.
• ServiceNow Configuration & Administration
  • 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, especially with our ServiceNow IT Service Portal and bolt-on modules (I.e. HAM, SAM) 
  • Assist in the effective setup and workings of ServiceNow User Data/tables with LDAP, AD, etc.
• Continuous Improvement
  • Analyze process performance and identify opportunities for improvement.
  • Drive adoption of ITSM processes across IT teams and business units.
  • Maintain process documentation and deliver training sessions for stakeholders.
• Reporting & Analytics
  • Generate and present reports on ITSM performance metrics.
  • Provide insights and recommendations to leadership based on data trends.

Qualifications & Skills:

Required:

• Education: Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• ITIL v4 Foundation or higher certification: Expert understanding of ITIL framework and best practices. (I.e. Change Management, Major Incident Management, Request, Knowledge Management)
• Experience:
  • 3–5 years of hands-on experience configuring ITSM processes in ServiceNow.
  • Proven experience in ITSM process ownership and governance.
• Skills:
  • ServiceNow administration and configuration proven experience.
  • Excellent facilitation and communication skills for leading meetings.
  • Analytical mindset with ability to interpret data and drive improvements.

Preferred:

• ServiceNow System Administrator or Implementation Specialist certification.
• Experience in enterprise IT environments with complex ITSM implementations.
• Strong leadership and stakeholder management.
• Ability to work independently and collaboratively.
• Problem-solving and continuous improvement mindset.

Work Environment & Expectations:

• 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.

Candidate must be able to submit verification of his/her legal right to work in the U.S., without company sponsorship.         

Salary Range: $100,000-$130,000

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About BRG
 
BRG combines world-leading academic credentials with world-tested business expertise purpose-built for agility and connectivity, which sets us apart—and gets you ahead.

At BRG, our top-tier professionals include specialist consultants, industry experts, renowned academics, and leading-edge data scientists. Together, they bring a diversity of proven real-world experience to economics, disputes, and investigations; corporate finance; and performance improvement services that address the most complex challenges for organizations across the globe.

Our unique structure nurtures the interdisciplinary relationships that give us the edge, laying the groundwork for more informed insights and more original, incisive thinking from diverse perspectives that, when paired with our global reach and resources, make us uniquely capable to address our clients’ challenges. We get results because we know how to apply our thinking to your world.

At BRG, we don’t just show you what’s possible. We’re built to help you make it happen.  

BRG is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.