ServiceNow Business Analyst - ITOM

Role Overview: NewRocket, an AI-first Elite ServiceNow Partner, is seeking a ServiceNow Business Analyst to join their global team. As a trusted advisor, you will be responsible for engaging stakeholders to define requirements for ServiceNow ITOM initiatives and ensuring successful implementation of ITOM processes aligned with the Common Service Data Model (CSDM). You will collaborate with technical teams to deliver solutions that meet business objectives and provide ongoing reporting and insights into CMDB health and event noise reduction. Key Responsibilities: - Act as the primary ITOM-focused Business Analyst, defining requirements for ServiceNow ITOM initiatives. - Lead requirement-gathering workshops for Discovery, Event Management, Service Mapping, CMDB, and CSDM use cases. - Translate business needs into functional specifications, process flows, and user stories tailored for ITOM implementations. - Drive discussions around CI classes, relationships, identification, reconciliation, and CMDB governance. - Partner with technical teams to validate discovery schedules, probes, sensors, patterns, and event rules/correlation strategies. - Collaborate with developers and architects to ensure solutions meet requirements and business outcomes. - Define test cases and support UAT to validate ITOM configurations and integrations. - Provide ongoing reporting and insights into CMDB health, discovery coverage, and event noise reduction. Qualifications Required: - Minimum 2+ years of experience with ServiceNow ITOM modules as a Business Analyst or Developer, including expertise in Discovery, Event Management, CMDB & CSDM, and ITIL processes. - Strong understanding of ITIL processes, especially Configuration, Event, Incident, and Change Management. - Proven experience creating functional specifications, user stories, BRDs, and process documentation in Agile/Scrum environments. - Excellent stakeholder engagement skills with both technical and non-technical teams. - Experience with implementing ServiceNow CMDB, Discovery, Software Asset Management, ITSM, Service Catalog, and Workflows to meet business requirements. - Education: A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience. - Certifications: Willingness to continue education within the ServiceNow platform, including ServiceNow competency Certifications and Module Accreditations. Preferred certifications include ServiceNow CSA certification and ITOM-related certifications (Discovery, Service Mapping, Event Management).,