ServiceNow ITOM Business Analyst

ThinkTek•Atlanta, GA

About The Position

We are seeking an experienced ServiceNow ITOM Business Analyst with 3–5 years of ServiceNow platform experience, including a minimum of 2 years dedicated specifically to IT Operations Management (ITOM) modules. In this role, you will act as the crucial bridge between infrastructure, operations, engineering teams, and ServiceNow developers. You will elicit and analyze complex requirements across ITOM streams-such as Discovery, Service Mapping, Event Management, and CMDB/CSDM architecture-to transform business, operational, and regulatory needs into clear user stories, process flows, and architectural roadmaps.

Requirements

Bachelor's Degree in Information Systems, Computer Science, Engineering, or a related discipline (or equivalent practical experience).
3–5 years of ServiceNow platform experience acting as a Business Analyst, Systems Analyst, or Consultant.
Minimum of 2 years of dedicated ServiceNow ITOM experience, with direct exposure to at least three of the following: Discovery (IP-based discovery, cloud discovery, patterns, MID Server configuration), Service Mapping (tag-based or top-down mapping), Event Management (event rules, alert correlation, metric intelligence), CMDB Health & CSDM implementation.
Demonstrated track record working in fast-paced Agile environments, writing user stories, breaking down epics, and conducting backlog grooming.
Experience engaging with cross-functional technical teams (network engineers, system admins, cloud architects, database admins) to uncover discovery credentials, firewall rules, and architecture topology.

Nice To Haves

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (CIS) in Discovery, Event Management, or Service Mapping
ServiceNow Certified Implementation Specialist (CIS) in Data Foundations (CMDB and CSDM)
ITIL Foundation v3 or v4 certification
Experience working with federal government clients or in heavily regulated enterprise environments.
Hands-on familiarity with ServiceNow Automated Test Framework (ATF) and platform reporting/Performance Analytics.

Responsibilities

Conduct business needs analysis, process modeling, and gap analysis between "as-is" infrastructure operations and "to-be" automated ServiceNow ITOM workflows.
Partner with Infrastructure, Cloud, Network, Security, and IT Service Management (ITSM) stakeholders to define CI identification, discovery scope, credential requirements, and network architecture constraints (e.g., MID Server placement).
Facilitate Discovery and Service Mapping workshops to identify critical business services, map underlying infrastructure dependencies, and align CI relationships with the Common Service Data Model (CSDM) framework.
Analyze event monitoring sources, alerting thresholds, and deduplication/correlation logic to define requirements for Event Management and automated remediation.
Translate high-level business goals and technical operational requirements into granular, actionable Epics and User Stories with well-defined acceptance criteria in an Agile/Scrum environment.
Actively manage and prioritize the ITOM product backlog, participating in sprint planning, backlog refinement, daily stand-ups, and sprint reviews.
Analyze and verify technical requirements against ServiceNow out-of-the-box (OOTB) capabilities to minimize custom development and ensure platform maintainability.
Develop detailed functional specifications, process flow diagrams, data mapping matrices, and requirements traceability matrices (RTM).
Collaborate with QA and developers to design functional test scenarios, review acceptance criteria, and support Automated Test Framework (ATF) script design for ITOM workflows.
Support User Acceptance Testing (UAT), assisting operational stakeholders through validation scenarios, test execution, and issue resolution.
Help drive CMDB governance, data health, and integrity auditing (completeness, correctness, compliance) by establishing reporting, dashboards, and operational KPI tracking.