Description

You bridge business requirements with ServiceNow ITOM capabilities to implement and optimize CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery solutions.

You work with infrastructure teams, architects, and developers to analyze requirements, define solution designs, and improve IT operational processes aligned with CSDM and ITIL best practices.

Responsibilities

• Gather, analyze, and document business requirements for ServiceNow ITOM implementations and enhancements.
• Conduct workshops with Infrastructure, Cloud, Security, and Application teams to define functional requirements, user stories, and process flows.
• Collaborate with Solution Architects and Developers to translate business needs into technical solutions.
• Support CMDB strategy by identifying CI classes, relationships, and data ownership requirements.
• Analyze Discovery and Service Mapping outputs to identify process improvements and ensure alignment with CSDM 5.0.

Required Skills

• 10+ years of experience in IT business analysis or related roles.
• Strong understanding of ServiceNow ITOM modules: CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery.
• Knowledge of CSDM 5.0 framework and ITIL processes (Incident, Change, Problem, Configuration, Asset Management).
• Experience creating BRDs, user stories, process flows, and acceptance criteria.
• Familiarity with Agile and Scrum methodologies.
• Experience supporting CMDB health initiatives, data quality improvement, and governance activities.
• Ability to coordinate User Acceptance Testing (UAT), defect tracking, and production validation.

Key Skills

Education

Any Graduate