ServiceNow Business Analyst

Arena Technical Resources, LLC; United States; On-site; USD 122,000 - 149,000; Full time

Job summary

Arena Technical Resources, LLC (ATR) is seeking a skilled ServiceNow Business Analyst to drive the ITAM/HAM implementation. The role bridges business needs and technical teams, ensuring requirements are captured and translated into actionable ITAM capabilities that integrate with ITSM, ITOM, CMDB, and GRC.

You will lead analysis workstreams, document end-to-end asset lifecycles, and coordinate with stakeholders, program leadership, and delivery partners to achieve a compliant, auditable asset

Qualifications

• 10+ years of relevant experience.
• Proven BA on ServiceNow projects, with exposure to ITAM or related modules (ITSM, ITOM, CMDB, GRC).
• Advanced experience in business process and system analysis, design, improvement, and implementation.
• Demonstrated ability to translate business needs into technical requirements and solutions.
• Experience conducting group facilitation, stakeholder interviews, and knowledge transfer activities.
• Exceptional interpersonal and communication skills for cross-team collaboration.
• Strong organizational and documentation skills with requirements management tools.

Responsibilities

• Lead the business analysis workstream for ServiceNow ITAM/HAM implementation, coordinating stakeholders and delivery teams.
• Define and document end-to-end asset lifecycle processes, including procurement, inventory, deployment, retirement, and disposal.
• Document current-state and future-state asset management processes using process maps, swim lanes, and RACI matrices; identify gaps and opportunities.
• Analyze and document integration requirements between ITAM/HAM and ITSM, ITOM, CMDB, GRC, procurement, finance, and other systems.

Skills

ServiceNow

Business Analysis

Stakeholder Facilitation

Requirements Management

Process Improvement

Education

Bachelor's degree

Tools

ServiceNow ITAM

ITSM

ITOM

CMDB

GRC

Job description

Job Title: ServiceNow Business Analyst

Job Location: Fully Remote

Compensation: $135,000 base salary, health benefits, PTO, 401k, etc.

Eligibility/Clearance:

• Eligible to obtain a Public Trust Clearance.

Job Description:

We are seeking a skilled Business Analyst to support the modernization of the organization's asset management solution. This initiative will implement the ServiceNow IT Asset Management (ITAM) module to replace the legacy OpenText Asset Manager system. The new solution will enhance asset visibility, improve lifecycle tracking, and strengthen audit compliance while integrating seamlessly with existing ServiceNow modules, including IT Service Management (ITSM), IT Operations Management (ITOM), CMDB, Security Operations, and Governance, Risk, and Compliance (GRC).

The Business Analyst will serve as the bridge between stakeholders and the technical team, ensuring business needs are accurately captured, documented, and translated into requirements for the ITAM solution. This role requires strong analytical skills, ServiceNow platform experience, and exceptional interpersonal communication to facilitate collaboration across diverse stakeholders.

Responsibilities (include but are not limited to):

• Lead the business analysis workstream for the implementation of ServiceNow IT Asset Management and Hardware Asset Management, serving as the primary liaison between business stakeholders, process owners, technical teams, implementation partners, and program leadership.
• Define and document end-to-end hardware asset lifecycle processes, including request, procurement, receiving, inventory, deployment, assignment, transfer, repair, refresh, return, retirement, disposal, and data sanitization.
• Document current-state and future-state asset management processes using process maps, swim lanes, workflows, RACI matrices, and supporting procedures. Identify process gaps, inefficiencies, control weaknesses, and opportunities to standardize asset management practices in alignment with ServiceNow capabilities and organizational policies. Define business rules, approval workflows, roles, notifications, exceptions, and service-level expectations for ITAM/HAM processes.
• Analyze and document integration requirements between ITAM/HAM and ServiceNow ITSM, ITOM, CMDB, Security Operations, GRC, procurement, finance, endpoint management, identity, discovery, and other enterprise systems. Define integration data flows, business rules, ownership, error handling, reconciliation requirements, and acceptance criteria.

Requirements:

• 10+ years of relevant experience
• Proven experience working as a Business Analyst on ServiceNow projects, with exposure to ITAM or related modules (ITSM, ITOM, CMDB, GRC, Security Ops).
• Advanced experience in business process and system analysis, design, improvement, and implementation.
• Demonstrated ability to understand business needs and translate them into technical requirements and solutions.
• Experience conducting group facilitation, stakeholder interviews, and other knowledge transfer activities.
• Exceptional interpersonal and communication skills, with the ability to build and maintain effective working relationships across technical and business teams.
• Strong organizational and documentation skills, with proficiency in requirements management tools and practices.
• Familiarity with both Agile and Traditional project delivery methodologies.

Preferred:

• ServiceNow certifications (e.g., Certified System Administrator, ITAM Implementation Specialist, ITSM).
• Business Analysis certification (e.g., IIBA CBAP, PMI-PBA, or equivalent).
• Experience supporting modernization or migration from legacy systems to ServiceNow platforms.
• Knowledge of ITIL practices and IT service management frameworks.
• Experience working in government, public sector, or other regulated environments.
• Familiarity with audit, compliance, and lifecycle tracking requirements for IT assets.

Education:

• Bachelor's degree in a relevant field

ATR is an Equal Opportunity Employer (EOE) who will provide equal employment opportunity to employees and applicants for employment without regard to race, ethnicity, religion, color, sex, pregnancy, national origin, age, veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability