Business Analyst - ServiceNow

Job Summary :

The ideal candidate will act as a liaison between business stakeholders and the technical team, translating business requirements into functional specifications with a deep understanding of ITOM modules like Discovery, Service Mapping, Event Management, and CMDB.

Key Responsibilities :

Business Analysis & Requirements Gathering :

- Engage with stakeholders across IT infrastructure, operations, and service delivery teams to gather and document business requirements related to ITOM.

- Translate business needs into detailed functional specifications for ITOM modules including : Discovery , Service Mapping , Event Management, CMDB , Cloud Management, Orchestration Conduct workshops, interviews, and process walkthroughs to understand existing processes and pain points.

ITOM Process & Functional Expertise :

- Partner with solution architects and developers to ensure successful configuration and implementation of ITOM components.

- Support CMDB data modeling, CI classification, and service dependency mapping to ensure accurate IT infrastructure representation.

Platform Implementation & Testing :

- Validate implemented features against business requirements and facilitate UAT (User Acceptance Testing).

- Coordinate with QA teams to ensure comprehensive test coverage and defect resolution.

Stakeholder Collaboration & Change Management :

- Create training material and conduct knowledge sessions for end-users and operational teams.
- Contribute to change management planning to support adoption of ITOM processes.
Reporting & Continuous Improvement :

- Recommend process improvements and platform enhancements to increase visibility, automation, and efficiency in IT operations.

Required Skills & Qualifications :

- 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 are mandatory.

- Strong understanding of ITIL and ITOM concepts, CMDB structure, CI lifecycle, and infrastructure monitoring.

- Working knowledge of networking, cloud infrastructure (AWS/Azure/GCP), and enterprise monitoring tools (like SolarWinds, Nagios, etc.)

- Experience working in Agile/Scrum environments using tools like JIRA or Azure DevOps.

Preferred Qualifications :

- ServiceNow Certified System Administrator (CSA) - mandatory.

- ITIL v3/v4 Certification - preferred.

- Experience integrating ITOM with external tools (e.g., monitoring tools, CMDB sync) is a strong advantage.

Soft Skills :

- Excellent communication, documentation, and presentation skills.

- Ability to lead workshops, influence stakeholders, and drive consensus on ITOM solutions.

- Highly self-motivated with a passion for technology and process improvement