ServiceNow ITOM Business Analyst (Customer Facing)

• Gather, analyze, and document business requirements for ServiceNow ITOM implementations and enhancements.

• Conduct workshops with Infrastructure, Cloud, Security, and Application teams.

• 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.

• Analyze Discovery, Service Mapping, and Event Management outputs to identify process improvements.

• Participate in Discovery onboarding, application onboarding, and Service Mapping workshops.

• Document As-Is and To-Be processes, workflows, and operating procedures.

• Support CMDB health initiatives, governance, and data quality improvements.

Required Skills

• Strong knowledge of ServiceNow ITOM modules including:

• CMDB

• Discovery

• Service Mapping

• Event Management

• Cloud Discovery

• Identification and Reconciliation Engine (IRE)

• Good understanding of the CSDM 5.0 framework.

• Experience gathering and documenting business requirements.