ServiceNow Business Analyst

Rockwell Automation (USA); Bogotá; Hybrid; COP 80,000,000 - 140,000,000; Full time

Benefits offered by this job

Mindfulness program

Volunteer PTO

Charity matching

Employee Assistance Program

Wellbeing program

Professional development library

Local benefits

Job summary

Rockwell Automation is seeking a ServiceNow ITSM/ITOM Business Analyst in Bogotá to bridge partners and technical teams. You will gather requirements, analyze processes, design solutions, and support SNOW modules with focus on automation and continuous improvement.

Ideal candidates have a bachelor’s degree, excellent English, and 5+ years in business analysis, with at least 2 years on SNOW ITSM/ITOM. The position offers hybrid work and comprehensive benefits.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• Excellent English proficiency to communicate with people at all levels.

Responsibilities

• Collaborate with partners to gather, analyze, and document requirements for SNOW ITSM and ITOM implementations and enhancements.
• Translate needs into functional specifications, user stories, and process flows, ensuring understanding of ITIL and best practices.
• Design and improve ITSM and ITOM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management.
• Identify opportunities for process improvement and automation within the SNOW platform.
• Configure and customize SNOW modules, workflows, and scripts with development teams.
• Develop test plans, including SIT and UAT, to ensure solution quality and functionality.
• Create comprehensive documentation for requirements, technical specifications, and process flows.
• Provide training and support to end-users and IT teams on SNOW functionalities and best practices.
• Facilitate communication between partners, developers, and other IT teams for project delivery.
• Support project planning and coordination of SNOW projects.
• Monitor and report on SNOW applications performance and usage for continuous improvement.

Skills

SNOW ITSM ITOM

Requirements gathering

Process design

Agile methodologies

ITIL knowledge

Education

Bachelor's degree in IT/CS/business

Tools

Flow Designer

Studio IDE

Update Sets

SNOW Discovery

CMDB

IntegrationHub

REST APIs

SOAP APIs

Cloud discovery tools

Job description

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special.

Behind our customers – amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility – our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and Agile. With more than 28,000 employees who make the world better every day, we know we have something special.

Behind our customers are amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility. Our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, who are looking for a place to make an impact. And if that’s you we would love to have you join us!

Role Summary

The ServiceNow (SNOW) ITSM and ITOM Business Analyst is a bridge between partners and technical teams. This bridge ensures that we design, implement, and improve SNOW IT Service Management (ITSM) and IT Operations Management (ITOM) solutions to meet our goals. Your role will involve requirements gathering, process analysis, solution design, and ongoing support for SNOW modules, with a focus on automation and continuous improvement.

Main Responsibilities

• Collaborate with partners to gather, analyze, and document requirements for SNOW ITSM and ITOM implementations and enhancements.
• Translate our needs into functional specifications, user stories, and process flows, ensuring understanding of ITIL and industry best practices.
• Design and improve ITSM and ITOM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management.
• Identify opportunities for process improvement and automation within the SNOW platform.
• Configure and customize SNOW modules, workflows, and scripts to meet our requirements (in partnership with development teams).
• Develop test plans, including SIT and UAT, to ensure solution quality and functionality.
• Create comprehensive documentation for our requirements, technical specifications, and process flows.
• Provide training and support to end-users and IT teams on SNOW functionalities and best practices.
• Facilitate communication between partners, developers, and other IT teams to ensure successful project delivery.
• Help with project planning and coordination of SNOW projects.
• Monitor and report on the performance and usage of SNOW applications, providing insights for continuous improvement.

The Essentials - You Will Have

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Excellent English proficiency and fluency to communicate with people at all levels.

The Preferred - You Might Also Have

• +5 years of experience as a Business Analyst, with at least 2 years focused on SNOW ITSM and ITOM modules.
• Experience with requirements gathering, process design, and solution implementation for SNOW.
• Familiarity with ITIL processes and frameworks is.
• ServiceNow Certified System Administrator (CSA), SNOW Certified Implementation Specialist (CIS) or other relevant certifications.
• We prefer experience with Agile methodologies (Scrum, Kanban).
• Hands‑on experience with SNOW Discovery, Event Management, and CMDB lifecycle management.
• Knowledge of SNOW development tools (Flow Designer, Studio IDE, Update Sets).
• Experience in cloud-native infrastructure and cloud discovery tools.
• SNOW certifications in ITSM and ITOM Implementation.
• Proficiency in SNOW platform configuration and customization.
• Understanding of ITSM and ITOM concepts, including CMDB, Discovery, Event Management, and Service Mapping.
• Experience with API integrations (REST, SOAP) and SNOW IntegrationHub.
• Documentation and training skills.

What We Offer

• Comprehensive mindfulness programs with a premium membership to Calm.
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching program – We match your volunteer hours or personal cash donations to an eligible charity with a charitable donation.
• Employee Assistance Program.
• Personalized wellbeing programs through our OnTrack program.
• On-demand digital course library for professional development…
• and other local benefits!

Hybrid Policy

Rockwell Automation's hybrid policy expects employees to work at a Rockwell location at least on Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.

Company Culture & Equality

We believe that employee diversity is an important element of our common future. We provide opportunities for talent growth with the entire organization. We support equality by celebrating the individuality of every person, regardless of their origin and identity. We appreciate the unique cultural pattern and variety of experiences in each of us. We invite all who want to join and change the world of Our organization.

Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 28,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing the Connected Enterprise to life across industrial enterprises, visit www.rockwellautomation.com.