The Senior ITAM Systems & Process Analyst is responsible for the design, administration, governance, and continuous improvement of IT Asset Management (ITAM) processes and ServiceNow platform capabilities supporting enterprise asset, software, hardware, technology vendor, and compliance programs.This role serves as a liaison between business stakeholders, IT asset management teams, platform engineering teams, governance functions, auditors, and project delivery teams to translate business requirements into scalable workflows, controls, automation opportunities, operational processes, and governance frameworks.The position provides expertise in ServiceNow administration, process design, regulatory compliance support, catalog development, reporting, testing coordination, data analysis, and operational readiness activities to help ensure effective execution of enterprise asset management objectives.

Responsibilities

ServiceNow Platform Administration & Configuration

• Administer and maintain ServiceNow ITAM-related platform capabilities, including request fulfillment, catalog items, workflows, forms, and supporting configurations.

• Document and support ServiceNow catalog solutions, intake forms, order guides, and automation opportunities.

• Partner with platform engineering teams and Developers to evaluate, test, and implement platform enhancements and upgrades.

• Support platform governance and adherence to approved ServiceNow practices, documentation expectations, and operating standards.

Requirements Analysis & Process Design

• Facilitate discovery sessions and requirements gathering with business stakeholders.

• Translate business requirements into technical specifications, functional designs, process maps, and workflow documentation.

• Identify opportunities to streamline and automate operational processes through ServiceNow capabilities.

• Serve as a business-to-technical translator across ITAM, Vendor Operations, SAM, HAM, procurement, and platform stakeholder groups.

ITAM Governance & Compliance Support

• Support development and maintenance of ITAM policies, standards, procedures, controls, templates, and governance documentation.

• Perform gap assessments against regulatory, audit, and internal control requirements.

• Partner with compliance, risk, audit, and operational stakeholders to identify remediation opportunities and operating model improvements.

• Produce documentation and evidence supporting governance reviews, audits, and compliance initiatives.

Asset Lifecycle & Entitlement Management

• Support software and hardware asset management processes throughout the asset lifecycle.

• Assist with entitlement analysis, license governance, provisioning workflows, software compliance activities, and data quality investigation.

• Participate in designing processes that improve asset visibility, entitlement accuracy, lifecycle governance, and exception handling.

• Collaborate with internal stakeholders to improve consistency between asset, entitlement, request, and operational records.

Testing, Validation & Release Readiness

• Coordinate User Acceptance Testing (UAT) activities for upgrades, enhancements, catalog changes, and platform releases.

• Develop testing plans, test scenarios, validation procedures, and execution documentation.

• Facilitate stakeholder participation during testing and release activities, including documenting responsibilities and readiness expectations.

• Track issues, validation outcomes, remediation needs, and post-release follow-up items.

Data Analysis & Continuous Improvement

• Conduct operational analysis to identify process gaps, inefficiencies, control weaknesses, and improvement opportunities.

• Analyze ITAM and ServiceNow data for trends, workflow enhancements, reporting needs, and automation candidates.

• Develop recommendations that improve operational performance, governance maturity, user experience, and process consistency.

• Support reporting initiatives and data-driven decision making across ITAM and Vendor Operations.

Documentation & Knowledge Management

• Develop and maintain procedural documentation, SOPs, templates, process flows, work instructions, and governance artifacts.

• Ensure operational documentation remains current and aligned to approved processes and system-of-record expectations.

• Maintain centralized repositories of operational and governance documentation.

• Support organizational knowledge management and process standardization initiatives.

Operational Readiness & Team Support

• Coordinate onboarding activities, access requests, distribution lists, shared mailboxes, security groups, collaboration tools, and platform access needs for team members.

• Assist in establishing repeatable operational readiness processes that improve team consistency and reduce day-one access friction.

• Provide coordination support for cross-functional initiatives requiring participation across multiple stakeholder groups.

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• Bachelor's degree in Information Technology, Information Systems, Business Administration, or equivalent professional experience.

• 5+ years experience supporting ServiceNow platform administration, workflow management, request fulfillment, or catalog management.

• 3-5 years experience with IT Asset Management, Software Asset Management, Hardware Asset Management, Vendor Operations, or related operational disciplines.

• 5+ years experience gathering business requirements and translating them into documented technical, functional, or process solutions.

• 3+ years experience coordinating testing, validation, release readiness, or operational implementation activities.

Preferences:

• ServiceNow Certified System Administrator (CSA) or equivalent ServiceNow administration experience.

• Experience with ServiceNow ITAM, SAM Pro, HAM Pro, CMDB, CSDM, catalog items, workflows, or request fulfillment capabilities.

• Experience supporting regulated environments, audit readiness, control documentation, or governance programs.

• Familiarity with ITAM lifecycle management, software licensing, entitlement governance, asset data quality, and remediation activities.

• Experience with process automation, AI-enabled productivity tools, workflow optimization, or operational analytics.

Pay Range: