Description

You will own the design, implementation, and optimization of IT Operations Management (ITOM) solutions within the ServiceNow platform.

Responsibilities

• Gather and document business requirements from IT infrastructure, operations, and service delivery stakeholders related to ITOM.
• Translate business needs into functional specifications for ITOM modules, including Discovery, Service Mapping, Event Management, and CMDB.
• Define use cases, user stories, and acceptance criteria specific to ITOM capabilities.
• Validate implemented features against business requirements and facilitate User Acceptance Testing (UAT).
• Monitor KPIs and recommend process improvements to increase automation and efficiency in IT operations.

Required Skills

• 5+ years of experience in the ServiceNow ecosystem as a Business Analyst or Functional Consultant.
• Minimum 3 years of hands-on experience with ITOM modules: Discovery, Event Management, and Service Mapping.
• Strong understanding of ITIL concepts, CMDB structure, CI lifecycle, and infrastructure monitoring.
• Working knowledge of Cloud Infrastructure, including AWS, Azure, and GCP.
• Experience working in Agile/Scrum environments using tools like JIRA or Azure DevOps.
• Strong analytical and critical thinking capabilities.
• Excellent communication and documentation skills.

Preferred Skills

• ServiceNow ITOM Fundamentals / Implementation Specialist – Discovery / Event Management.
• ITIL v3/v4 Certification.

Key Skills

Education

Any Graduate