Role: ServiceNow ITOM Business Analyst
Location: Pune/Chennai/Bangalore
Desired Experience Range: 8–12 years total, with 5+ years specifically as BA on ServiceNow ITOM/CMDB initiatives
Deep Understanding of ServiceNow ITOM Suite
Hands-on BA experience with Discovery, Service Mapping, Event Management (ITOM Health), and CMDB data models. Able to translate business outcomes into ITOM capabilities, patterns, and KPIs.
Requirements & Process Engineering
Strong skills in eliciting, documenting, and prioritizing requirements (BRDs/FRDs/Use Cases/User Stories), defining To-Be processes, and maintaining traceability through delivery.
CMDB Governance & Data Quality
Experience defining CSDM-aligned data models, CI classes/attributes, relationship mapping, data quality rules, reconciliation, and CMDB health dashboards.
Event & Alert Operations Design
Ability to design event intake models, correlation rules, deduplication policies, noisy alert reduction, and operational dashboards for NOC/SRE stakeholders.
Stakeholder & Change Management
Skilled in stakeholder analysis, RACI, workshops, UAT facilitation, adoption playbooks, and defining operational readiness criteria and training collateral.
