ServiceNow Business Analyst - ITOM

NewRocket is the AI-first Elite ServiceNow Partner that activates real value on the Now Platform. As a trusted advisor to enterprise leaders, we combine industry expertise, human-centered design, and enterprise-grade AI to help organizations navigate change and scale with confidence.

With two decades of experience guiding clients to realize the full potential of the ServiceNow AI Platform, we are one of the largest pure-play ServiceNow partners, uniquely focused on enabling enterprises to adopt AI they trust—AI that delivers lasting business value.

We are #GoingBeyond Come join our crew!

What You Will Be Doing

• Act as the primary ITOM-focused Business Analyst, engaging stakeholders across infrastructure, applications, and operations to define requirements for ServiceNow ITOM initiatives.
• Lead requirement-gathering workshops for Discovery, Event Management, Service Mapping, CMDB, and CSDM use cases.
• Translate business needs into functional specifications, process flows, and user stories tailored for ITOM implementations.
• Drive discussions around CI classes, relationships, identification, reconciliation, and CMDB governance.
• Partner with technical teams to validate discovery schedules, probes, sensors, patterns, and event rules / correlation strategies.
• Ensure ITOM processes are aligned with the Common Service Data Model (CSDM).
• Collaborate with developers and architects to ensure delivered solutions meet agreed requirements and business outcomes.
• Define test cases and support UAT to validate ITOM configurations and integrations.
• Provide ongoing reporting and insights into CMDB health, discovery coverage, and event noise reduction.

What You Bring Along

Education :

Certifications & Knowledge

The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations.

Preferred Certifications :

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [HIDDEN TEXT].

Skills Required

Functional Specifications, Itsm, Workflows, discovery, User Stories, Process Documentation, Event Management, Cmdb, Agile, Scrum, Itil Processes, Service Catalog