Managed Services-PE-CSD-SNOW AM - BA

Managed Services ServiceNow Techno Functional Role - Assistant Manager
Skills : ITSM, CMDB, ITOM, GRC

CMDB-ITOM-GRC Functional Responsibilities

• Understand and document CMDB data model, CI classes, and relationships
• Support CSDM adoption and service modeling initiatives
• Work with stakeholders to define:
  • Business Applications
  • Application Services
  • Technical Services

                  Ensure CMDB supports impact analysis, change, and service visibility

• Gather requirements for ITOM capabilities like:
  • Discovery
  • Service Mapping
  • Event Management
• Work with infra teams to document:
  • Data sources (cloud, monitoring tools, SCCM, etc.)

                 Support integration use cases and process alignment with operations

Business Analyst Responsibilities

• Conduct requirements elicitation workshops with IT, Operations, and Infrastructure teams
• Translate requirements into user stories, acceptance criteria, and functional design documents
• Document user stories, acceptance criteria, process flows, and functional specifications
• Partner with developers during design and build phases
• Support UAT planning, execution, and defect management
• Drive stakeholder communication, action tracking, and dependency management
• Support go-live and hypercare activities

Degree - B.E.

Good to have :
ServiceNow Certified System Administrator (CSA)

ITIL v4 Certification

ServiceNow CIS (ITSM / CMDB / ITOM)