ServiceNow ITOM Business Analyst (Customer Facing) - Philadelphia (Onsite)

The ServiceNow ITOM Business Analyst is responsible for bridging business requirements with ServiceNow 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 improve IT operational processes while aligning with CSDM and ITIL best practices.

· 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.

· Ensure alignment with CSDM 5.0, CMDB governance, and ServiceNow best practices.

· 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.

· Collaborate with Change, Incident, Problem, and Asset Management teams.

· Define KPIs, dashboards, and operational reporting.

· Coordinate User Acceptance Testing (UAT), defect tracking, and production validation.

· Strong knowledge of ServiceNow ITOM modules including:

o CMDB

o Discovery

o Service Mapping

o Event Management

o Cloud Discovery

o Identification and Reconciliation Engine (IRE)

· Good understanding of the CSDM 5.0 framework.

· Experience 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.