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Business Analyst - ServiceNow

Business Analyst - ServiceNow

Volto Consulting & ServicesBangalore
30+ days ago
Job description

Job Summary :

We are seeking a highly skilled ServiceNow Business Analyst with a strong focus on IT Operations Management (ITOM) to support the successful design, implementation, and optimization of ITOM solutions within our ServiceNow platform.

The ideal candidate will act as a liaison between business stakeholders and the technical team, translating business requirements into functional specifications with a deep understanding of ITOM modules like Discovery, Service Mapping, Event Management, and CMDB.

Key Responsibilities : Analysis & Requirements Gathering :

  • Engage with stakeholders across IT infrastructure, operations, and service delivery teams to gather and document business requirements related to ITOM.
  • Translate business needs into detailed functional specifications for ITOM modules including : Discovery , Service Mapping , Event Management, CMDB , Cloud Management, Orchestration Conduct workshops, interviews, and process walkthroughs to understand existing processes and pain Process & Functional Expertise :
  • Define and document use cases, user stories, and acceptance criteria specific to ITOM capabilities.
  • Partner with solution architects and developers to ensure successful configuration and implementation of ITOM components.
  • Support CMDB data modeling, CI classification, and service dependency mapping to ensure accurate IT infrastructure Implementation & Testing :
  • Support Participate in Sprint planning, backlog grooming, and demo sessions within an Agile framework.
  • Validate implemented features against business requirements and facilitate UAT (User Acceptance Testing).
  • Coordinate with QA teams to ensure comprehensive test coverage and defect Collaboration & Change Management :
  • Serve as the bridge between business and technical teams, ensuring solutions meet operational needs.
  • Create training material and conduct knowledge sessions for end-users and operational teams.
  • Contribute to change management planning to support adoption of ITOM processes.

Reporting & Continuous Improvement :

  • Monitor KPIs and performance metrics to track the value delivered by ITOM implementations.
  • Recommend process improvements and platform enhancements to increase visibility, automation, and efficiency in IT Skills & Qualifications :
  • 5+ years of experience in the ServiceNow ecosystem as a Business Analyst or Functional Consultant.
  • Minimum 3 years of hands-on experience with ITOM modules : Discovery, Event Management, and Service Mapping are mandatory.
  • Strong understanding of ITIL and ITOM concepts, CMDB structure, CI lifecycle, and infrastructure monitoring.
  • Working knowledge of networking, cloud infrastructure (AWS / Azure / GCP), and enterprise monitoring tools (like SolarWinds, Nagios, etc.)
  • Experience working in Agile / Scrum environments using tools like JIRA or Azure Qualifications :
  • ServiceNow Certified System Administrator (CSA) - mandatory.
  • ServiceNow ITOM Fundamentals / Implementation Specialist - Discovery / Event Management - preferred.
  • ITIL v3 / v4 Certification - preferred.
  • Experience integrating ITOM with external tools (e.g., monitoring tools, CMDB sync) is a strong Skills :
  • Strong analytical and critical thinking capabilities.
  • Excellent communication, documentation, and presentation skills.
  • Ability to lead workshops, influence stakeholders, and drive consensus on ITOM solutions.
  • Highly self-motivated with a passion for technology and process improvement

    • (ref : hirist.tech)

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