Title: ITSM/ ServiceNow Operations Analyst
Type: Contract-to-Hire
Pay: $35-45 per hour on Contract / $75-85,000 base salary upon conversion
Location: Hybrid (3 days per week) in Daytona Beach, FL; Plano, Texas; or Minneapolis, MN
Eligibility: Open to all US Residents legally eligible to live and work in the US without sponsorship
Job Summary
As an ITSM and ServiceNow Operations Analyst, you will play a crucial role in safeguarding critical functions by investigating incidents, developing and maintaining disaster recovery plans, and leading responses to critical incidents. Responsibilities include collaborating with cross-functional teams and conducting Incident Management meetings adhering to ITSM Practices, while ensuring operational stability and fostering collaborative relationships across divisions.
Qualifications
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- Minimum 4+ years of technical Infrastructure experience in an ITSM environment
- Technical experience in ServiceNow including set-up, configurations, and workflows
- Functional experience in ServiceNow including Incident Mgmt., Change Mgmt., Asset Mgmt., etc.
- Strong understanding and ability to speak to ITSM Practices
- 4+ years of experience supporting Microsoft Azure, including Entra ID/ Active Directory and M365 Cloud
- 2+ years of experience and basic understanding of: Networking fundamentals (DNS, DHCP), servers, data centers, and virtualization (VMware)
Competencies
- Familiarity with planning and execution
- Basic technical understanding of , including data center
- Outstanding and ability to work effectively and cross-functionally
- Excellent organizational and documentation skills
- Proactive mindset
- Availability for on-call duties (24/7) during critical incidents
Description
- Investigate incidents, propose preventive measures, and lead critical incident response
- Develop and maintain disaster recovery plans, collaborating with IT and business units
- Conduct training sessions on disaster recovery protocols and coordinate system/data restoration after disasters
- Lead the initiative to develop and document an enterprise-wide Disaster Recovery plan
- Collaborate with technicians, engineers, and leadership to gather requirements and implement the plan
- Utilize proficiency in ServiceNow to streamline and manage the Disaster Recovery plan deployment
- Enhance critical application monitoring and operational processes
- Ensure data maintenance and operational readiness in ServiceNow
- Collaborate on enterprise disaster recovery and business continuity plans
- Proactively identify trends and efficiencies to improve IT service delivery
- Provide insights based on historical data for issue resolution
- Establish partnerships across divisions to support disaster recovery
- This role requires dedication to maintaining operational stability, fostering collaborative relationships, and proactively ensuring business continuity in the face of disruptions.
Job Types: Full-time, Contract
Pay: $35.00 - $45.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Compensation package:
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- ServiceNow Administration: 2 years (Preferred)
- Azure: 1 year (Preferred)
- IT Service Management (ITMS): 1 year (Preferred)
Ability to Commute:
- Minneapolis, MN 55439 (Preferred)
Work Location: Hybrid remote in Minneapolis, MN 55439