ServiceNow Business Analyst ITOM

V2 Solutions; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

V2 Solutions is seeking a ServiceNow Business Analyst (ITOM) to bridge business requirements with technical solutions on the ServiceNow platform, focusing on ITOM modules such as Discovery, Service Mapping, Event Management, and CMDB. You will collaborate with stakeholders, lead workshops, translate needs into functional specs and user stories, and ensure CMDB integrity while aligning with ITIL practices.

Knowledge of data models, scripting basics, and prior ITOM delivery is essential.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 6-8 years of experience as a Business Analyst, with at least 2-3 years in ServiceNow ITOM.
• Strong ITOM capabilities: Discovery, CMDB, Service Mapping, Event Management.
• Knowledge of ITIL processes: Incident, Problem, Change, Asset, Configuration Management.
• Experience in requirement gathering, stakeholder communication, and Agile/Scrum.
• Familiarity with ServiceNow data model and CMDB structure.
• Strong analytical, documentation, and problem-solving skills.
• Excellent communication and presentation abilities.

Responsibilities

• Collaborate with stakeholders to gather and document ITOM requirements.
• Translate business needs into functional specs and user stories.
• Coordinate with developers and IT operations to design ITOM solutions.
• Lead workshops and requirement sessions.
• Support ITOM modules: Discovery, Service Mapping, Event Management, Orchestration.
• Ensure CMDB data integrity and ITIL alignment.
• Perform impact and gap analyses and validate solutions.
• Participate in SIT, UAT, and defect resolution.
• Provide post-implementation support and improvements.
• Maintain BRD, FRD, process flows, and knowledge articles.

Skills

Business analysis

Stakeholder management

Agile/Scrum

Documentation

Education

Bachelor's degree in IT/CS

Tools

ServiceNow ITOM

CMDB

Discovery

Service Mapping

Event Management

Orchestration

Job description

ServiceNow Business Analyst (ITOM)

to bridge business requirements and technical solutions within the ServiceNow platform. The ideal candidate will have strong expertise in IT Operations Management (ITOM) modules, including Discovery, Service Mapping, Event Management, and CMDB, along with excellent analytical and stakeholder management skills.

Key Responsibilities

• Collaborate with stakeholders to gather, analyze, and document business requirements for ITOM initiatives


• Translate business needs into functional specifications and user stories for ServiceNow implementation


• Work closely with developers, architects, and IT operations teams to design ITOM solutions


• Lead workshops, requirement sessions, and process mapping activities


• Support implementation of ITOM modules such as: Discovery, Service Mapping, Event Management, Orchestration (preferred)


• Ensure CMDB data integrity, governance, and alignment with ITIL best practices


• Perform impact analysis, gap analysis, and solution validation


• Participate in testing activities including SIT, UAT, and defect resolution


• Provide post-implementation support and continuous improvement recommendations


• Maintain documentation including BRD, FRD, process flows, and knowledge articles

Required Skills & Qualifications

• Bachelors degree in IT, Computer Science, or related field


• 68 years of experience as a Business Analyst, with at least 2-3 years in ServiceNow ITOM


• Strong understanding of ITOM capabilities: Discovery & CMDB, Service Mapping, Event Management / AIOps


• Knowledge of ITIL processes (Incident, Problem, Change, Asset, Configuration Management)


• Experience in requirement gathering, stakeholder communication, and Agile/Scrum methodologies


• Familiarity with ServiceNow data model and CMDB structure


• Strong analytical, documentation, and problem-solving skills


• Excellent communication and presentation abilities

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)


• ServiceNow ITOM certification(s)


• Exposure to integrations (REST, SOAP, MID Servers)


• Experience working in enterprise IT environments


• Basic understanding of scripting (JavaScript) within ServiceNow