Description

The ServiceNow ITOM Business Analyst is responsible for bridging business requirements with ServiceNow ITOM capabilities, ensuring successful implementation and optimization of CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery solutions. The role works closely with business stake holders, infrastructure teams, architects, and developers to analyze requirements, define solution designs, improve IT operational processes, and support digital transformation initiatives aligned with CSDM and ITIL best practices.

Key Responsibilities

• Gather, analyze, and document business requirements for ServiceNow ITOM implementations and enhancements.
• Conduct workshops with Infrastructure, Cloud, Security, and Application teams to understand operational challenges.
• Define functional requirements, user stories, acceptance criteria, and process flows.
• Collaborate with Solution Architects and Developers to translate business requirements into technical solutions.
• Support CMDB strategy by identifying CI classes, relationships, and data ownership requirements.
• Analyze Discovery, Service Mapping, and Event Management outputs to identify process improvement opportunities.
• Ensure alignment with CSDM 5.0, CMDB governance, and ServiceNow best practices.
• Participate in Discovery onboarding, application on boarding, and Service Mapping workshops.
• Document As-Is and To-Be processes, business workflows, and operating procedures.
• Support CMDB health initiatives, data quality improvement, and governance activities.
• Work closely with Change, Incident, Problem, and Asset Management teams to ensure process integration.
• Assist in defining KPIs, dashboards, and reporting for ITOM operations.
• Coordinate User Acceptance Testing (UAT), defect tracking, and production validation.  

Required Skills

• Strong understanding of ServiceNow ITOM modules including CMDB, Discovery, Service Mapping, Event Management ,Cloud Discovery, IRE Good knowledge of CSDM 5.0 framework.
• Experience in gathering and documenting business requirements.
• Strong knowledge of ITIL processes including Incident, Change, Problem, Configuration, and Asset Management.
• Experience creating BRDs, user stories, process flows, and acceptance criteria.
• Familiarity with Agile and Scrum methodologies

Key Skills

Education

Any Graduate