ITOM Architect

Openkyber, LLC; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

Openkyber, LLC is seeking an experienced ServiceNow ITOM Business Analyst to design, implement, and optimize ITOM solutions. You will collaborate with stakeholders, infrastructure, and development teams to gather requirements and drive CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery initiatives.

The role requires strong ITIL/CSDM knowledge, experience creating BRDs and user stories, and a track record in Agile environments.

Qualifications

• 5+ years of experience as a Business Analyst with the ServiceNow platform.
• Strong functional knowledge of ServiceNow ITOM, including CMDB, Discovery, Service Mapping, Event Management, Cloud Discovery, IRE.
• Good understanding of CSDM 5.0 and CMDB governance.
• Strong knowledge of ITIL processes, including Incident, Change, Problem, Configuration, and Asset Management.
• Experience gathering and documenting business requirements, creating BRDs, user stories, process maps, and acceptance criteria.
• Experience working in Agile/Scrum environments.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent verbal and written communication skills.

Responsibilities

• Gather, analyze, and document business and functional requirements for ServiceNow ITOM implementations and enhancements.
• Conduct workshops with Infrastructure, Cloud, Security, and Application teams to understand business needs and operational challenges.
• Create BRDs, user stories, acceptance criteria, process flows, and functional specifications.
• Collaborate with Solution Architects and ServiceNow Developers to translate business requirements into scalable technical solutions.
• Support CMDB strategy by defining CI classes, relationships, and data governance standards.
• Participate in Discovery onboarding, Service Mapping, Event Management, and Cloud Discovery initiatives.
• Analyze ITOM data and identify opportunities to improve operational efficiency and platform performance.
• Ensure alignment with CSDM 5.0 and ServiceNow best practices.
• Support CMDB health, data quality, governance, and continuous improvement initiatives.
• Work with Incident, Change, Problem, Configuration, and Asset Management teams to ensure process integration.
• Define operational KPIs, dashboards, and reporting for ITOM performance.
• Coordinate UAT, defect tracking, production validation, and post-implementation support.

Skills

ServiceNow ITOM

CMDB

Discovery

Service Mapping

Event Management

Cloud Discovery

IRE

CSDM 5.0

ITIL processes

BRDs & user stories

Agile/Scrum

Stakeholder mgmt

Communication

Job description

We are seeking an experienced ServiceNow ITOM Business Analyst to support the design, implementation, and optimization of ServiceNow IT Operations Management (ITOM) solutions. The ideal candidate will work closely with business stakeholders, infrastructure teams, solution architects, and developers to gather requirements, improve IT operational processes, and ensure successful delivery of CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery initiatives. This role requires a strong understanding of ITIL processes, CSDM, and ServiceNow best practices.

Required Skills:

• 5+ years of experience as a Business Analyst with the ServiceNow platform.
• Strong functional knowledge of ServiceNow ITOM , including: CMDB, Discovery, Service Mapping, Event Management, Cloud Discovery, Identification & Reconciliation Engine (IRE)
• Good understanding of CSDM 5.0 and CMDB governance.
• Strong knowledge of ITIL processes, including Incident, Change, Problem, Configuration, and Asset Management.
• Experience gathering and documenting business requirements, creating BRDs, user stories, process maps, and acceptance criteria.
• Experience working in Agile/Scrum environments.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• ServiceNow ITOM implementation experience.
• ServiceNow certification(s) are preferred.
• Experience working with enterprise infrastructure, cloud environments, and IT operations teams.

Key Responsibilities:

• Gather, analyze, and document business and functional requirements for ServiceNow ITOM implementations and enhancements.
• Conduct workshops with Infrastructure, Cloud, Security, and Application teams to understand business needs and operational challenges.
• Create Business Requirement Documents (BRDs), user stories, acceptance criteria, process flows, and functional specifications.
• Collaborate with Solution Architects and ServiceNow Developers to translate business requirements into scalable technical solutions.
• Support CMDB strategy by defining Configuration Item (CI) classes, relationships, and data governance standards.
• Participate in Discovery onboarding, Service Mapping, Event Management, and Cloud Discovery initiatives.
• Analyze ITOM data and identify opportunities to improve operational efficiency and platform performance.
• Ensure alignment with Common Service Data Model (CSDM 5.0) and ServiceNow best practices.
• Support CMDB health, data quality, governance, and continuous improvement initiatives.
• Work closely with Incident, Change, Problem, Configuration, and Asset Management teams to ensure process integration.
• Define operational KPIs, dashboards, and reporting to provide visibility into ITOM performance.
• Coordinate User Acceptance Testing (UAT), defect tracking, production validation, and post-implementation support.