ServiceNow ITOM Business Analyst

Service Now ITOM Business Analyst

The Service Now ITOM Business Analyst is responsible for bridging business requirements with Service Now ITOM capabilities, ensuring successful implementation and optimization of CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery solutions. The role works closely with business stakeholders, 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 Service Now 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 Service Now best practices.
• Participate in Discovery onboarding, application onboarding, 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 Service Now 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.