ITOM Architect

Openkyber; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Openkyber is seeking a ServiceNow ITOM Business Analyst (customer facing) to bridge business requirements with ITOM capabilities, focusing on CMDB, Discovery, Service Mapping, and Event Management. You will collaborate with stakeholders, infrastructure teams, architects, and developers to optimize IT operations and align with CSDM and ITIL best practices.

The role requires strong requirements gathering, documentation of BRDs and user stories, and facilitating workshops.

Qualifications

• Experience gathering and documenting business requirements for ITOM implementations.
• Experience creating BRDs, user stories, process flows and acceptance criteria.
• Familiarity with CSDM 5.0 framework and CMDB governance.
• Strong knowledge of ITIL processes: Incident, Change, Problem, Configuration, Asset Management.

Responsibilities

• Gather, analyze, and document business requirements for ITOM implementations and enhancements.
• Conduct workshops with Infrastructure, Cloud, Security, and Application teams.
• Define functional requirements, user stories, acceptance criteria, and process flows.
• Collaborate with Solution Architects and Developers to translate requirements into technical solutions.
• Support CMDB strategy by identifying CI classes, relationships, and data ownership.
• Analyze outputs from Discovery, Service Mapping, and Event Management to identify improvements.
• Ensure alignment with CSDM 5.0 and CMDB governance and best practices.
• Coordinate UAT, defect tracking, and production validation.

Skills

ServiceNow ITOM

CMDB

Discovery

Service Mapping

Event Management

Cloud Discovery

IRE (Identification and Reconciliation

CSDM 5.0

ITIL processes

BRDs / User stories

Agile / Scrum

Requirements gathering

Tools

ServiceNow Platform

Job description

Job Title: ServiceNow ITOM Business Analyst (Customer Facing)

Primary Skill: ServiceNow Orchestration

Skill Cluster: CMDB | Agile Methodologies

Work Location: Philadelphia, Onsite

The ServiceNow ITOM Business Analyst is responsible for bridging business requirements with ServiceNow ITOM capabilities, ensuring successful implementation and optimization of CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery solutions. The role works closely with business stakeholders, infrastructure teams, architects, and developers to improve IT operational processes while aligning with CSDM and ITIL best practices.

Key Responsibilities

• Gather, analyze, and document business requirements for ServiceNow ITOM implementations and enhancements.
• Conduct workshops with Infrastructure, Cloud, Security, and Application teams.
• Define functional requirements, user stories, acceptance criteria, and process flows.
• Collaborate with Solution Architects and Developers to translate business requirements into technical solutions.
• Support CMDB strategy by identifying CI classes, relationships, and data ownership.
• Analyze Discovery, Service Mapping, and Event Management outputs to identify process improvements.
• Ensure alignment with CSDM 5.0, CMDB governance, and ServiceNow best practices.
• Participate in Discovery onboarding, application onboarding, and Service Mapping workshops.
• Document As-Is and To-Be processes, workflows, and operating procedures.
• Support CMDB health initiatives, governance, and data quality improvements.
• Collaborate with Change, Incident, Problem, and Asset Management teams.
• Define KPIs, dashboards, and operational reporting.
• Coordinate User Acceptance Testing (UAT), defect tracking, and production validation.

Required Skills

• Strong knowledge of ServiceNow ITOM modules including: CMDB, Discovery, Service Mapping, Event Management, Cloud Discovery, Identification and Reconciliation Engine (IRE)
• Good understanding of the CSDM 5.0 framework.
• Experience gathering and documenting business requirements.
• Strong knowledge of ITIL processes including Incident, Change, Problem, Configuration, and Asset Management.
• Experience creating BRDs, user stories, process flows, and acceptance criteria.
• Familiarity with Agile and Scrum methodologies.