Position: ServiceNow ITOM Business Analyst
Location: Chennai, Hyderabad & Bangalore
Contract
Key Responsibilities
Gather and analyze business and technical requirements for ServiceNow ITOM.
Work with stakeholders to understand IT operations processes and pain points.
Prepare Business Requirements Documents (BRD), user stories, process flows, and acceptance criteria.
Support ITOM areas such as:
Discovery
Service Mapping
Event Management
CMDB
Operational Intelligence
Analyze current processes and identify opportunities for automation and improvement.
Work with ServiceNow developers and technical teams to convert requirements into solutions.
Define and maintain user stories, workflows, and business rules from a functional perspective.
Coordinate with CMDB and IT operations teams to ensure accurate configuration and service data.
Participate in requirement workshops, sprint planning, demos, UAT, and stakeholder meetings.
Create and execute UAT test scenarios and validate delivered functionality.
Identify gaps between business requirements and existing ServiceNow functionality.
Support production issues, enhancements, and continuous improvement activities.
Maintain functional documentation and process documentation.
Required Skills
Strong understanding of ServiceNow platform and ITOM processes.
Good knowledge of CMDB, Discovery, Service Mapping, and Event Management.
Experience in business requirement gathering and analysis.
Strong knowledge of ITIL/ITSM concepts.
Ability to create user stories, acceptance criteria, process flows, and functional specifications.
Experience working in Agile/Scrum environments.
Good communication and stakeholder-management skills.
Ability to work effectively with both technical and non-technical teams.