ServiceNow ITOM BA

Tata Consultancy Services; Pune District; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Tata Consultancy Services in Pune seeks an experienced ServiceNow ITOM BA to translate business needs into robust ITOM capabilities, focusing on discovery, service mapping, and CMDB data models.

The role demands strong requirements engineering, BRD/FRD usage, stakeholder workshops, and change management to ensure operational readiness and CMDB health dashboards.

You will collaborate with global teams, drive data quality rules, and define CI classes and relationships aligned with CSDM standards.

Qualifications

• Deep understanding of ServiceNow ITOM Suite.
• Hands-on BA experience with Discovery, Service Mapping, Event Management (ITOM Health), and CMDB data models.
• Experience in Requirements & Process Engineering.
• Strong skills in eliciting, documenting, and prioritizing requirements (BRDs/FRDs/Use Cases/User Stories), defining To-Be processes, and maintaining traceability.
• 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 with correlation rules, deduplication, and operational dashboards.
• Stakeholder & Change Management including workshops, UAT facilitation, adoption playbooks, and training collateral.

Skills

ServiceNow ITOM

Discovery

Service Mapping

Event Management (ITOM Health)

CMDB data models

Data quality

CMDB governance

CSDM data models

CI classes/attributes mapping

Requirements elicitation

BRDs/FRDs/Use Cases/User Stories

To-Be processes

Traceability

Stakeholder management

Workshops

Change management

Education

15 years of full-time education

Job description

TCS has been a great pioneer in feeding the fire of Young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.

Experience Range: 8 – 12 Yrs

Location : Pune

What we are looking for

Must Have

• 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.
• 15 years of full-time education

Virtual Interview on 18th Sep 2026 (Friday)