As a ServiceNow Senior Business Analyst focused on ServiceNow ITOM (IT Operations Management), you will lead the creation and implementation of automation solutions to optimize ITOM processes. A Business Analyst plays a vital role in bridging the gap between ITOM technical teams and an organization's stakeholders. By leveraging your business analysis expertise in ServiceNow capabilities and a comprehensive understanding of IT Operations Management and business process automation, you will collaborate with stakeholders to streamline service delivery, boost productivity, and align process improvements with organizational goals.
Responsibilities
- Collaborate with business stakeholders to understand ITOM-related goals, challenges, and processes.
- Document and translate business requirements into functional specifications for the technical team.
- Understand ITOM modules like Discovery, Service Mapping, Event Management, and Cloud Management to align their functionality with business operations.
- Propose solutions that optimize IT operations and enhance service visibility.
- Analyse data to identify system gaps and user needs, providing prioritized recommendations to enhance functionality, user experience, and request fulfilment efficiency.
- Maintain detailed documentation of requirements, workflows, configurations, and lessons learned to support scalability and drive continuous improvement.
- Provide strategic guidance and partner with development teams to architect and optimize ITOM modules, workflows, and integrations -emphasizing automation, usability, and performance at scale.
- Identify opportunities to introduce automation using ITOM tools.
- Work closely with architects and developers to design solutions for data collection, service visibility, and automation workflows.
- Develop business process requirements, user stories, and test scenarios.
- Manage the system implementation lifecycle including installation, config