Daytona Beach, FL

ITSM/ ServiceNow Operations Analyst

Compensation: $35-45 per hour W2


Type: Contract-to-Hire (3-6 Months)
Hybrid 3x per week in Daytona Beach, FL; Plano, Texas or Minneapolis, MN
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.


  • 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)


  • 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


  • 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
  • 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.

  • Max. file size: 300 MB.

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