We are seeking an experienced ServiceNow ITOM Business Analyst to support the design, implementation, and optimization of ServiceNow IT Operations Management (ITOM) solutions. The ideal candidate will work closely with business stakeholders, infrastructure teams, solution architects, and developers to gather requirements, improve IT operational processes, and ensure successful delivery of CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery initiatives. This role requires a strong understanding of ITIL processes, CSDM, and ServiceNow best practices.

Required Skills

5+ years of experience as a Business Analyst with the ServiceNow platform.
Strong functional knowledge of ServiceNow ITOM, including:

CMDB
Discovery
Service Mapping
Event Management
Cloud Discovery
Identification & Reconciliation Engine (IRE)

Good understanding of CSDM 5.0 and CMDB governance.
Strong knowledge of ITIL processes, including Incident, Change, Problem, Configuration, and Asset Management.
Experience gathering and documenting business requirements, creating BRDs, user stories, process maps, and acceptance criteria.
Experience working in Agile/Scrum environments.
Strong analytical, problem-solving, and stakeholder management skills.
Excellent verbal and written communication skills.

Preferred Qualifications

ServiceNow ITOM implementation experience.
ServiceNow certification(s) are preferred.
Experience working with enterprise infrastructure, cloud environments, and IT operations teams.

Key Responsibilities:

Gather, analyze, and document business and functional requirements for ServiceNow ITOM implementations and enhancements.
Conduct workshops with Infrastructure, Cloud, Security, and Application teams to understand business needs and operational challenges.
Create Business Requirement Documents (BRDs), user stories, acceptance criteria, process flows, and functional specifications.
Collaborate with Solution Architects and ServiceNow Developers to translate business requirements into scalable technical solutions.
Support CMDB strategy by defining Configuration Item (CI) classes, relationships, and data governance standards.
Participate in Discovery onboarding, Service Mapping, Event Management, and Cloud Discovery initiatives.
Analyze ITOM data and identify opportunities to improve operational efficiency and platform performance.
Ensure alignment with Common Service Data Model (CSDM 5.0) and ServiceNow best practices.
Support CMDB health, data quality, governance, and continuous improvement initiatives.
Work closely with Incident, Change, Problem, Configuration, and Asset Management teams to ensure process integration.
Define operational KPIs, dashboards, and reporting to provide visibility into ITOM performance.
Coordinate User Acceptance Testing (UAT), defect tracking, production validation, and post-implementation support.

ServiceNow ITOM Business Analyst

Key skills

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