Servicenow Consultant

RESPONSIBILITIES

ITSM/CMDB/ITAM/GRC

Role Summary

The ServiceNow Business Analyst acts as a functional bridge between business
stakeholders and technical teams, driving requirements for ITSM, CMDB, and ITOM
modules.

The role focuses on translating business needs into scalable ServiceNow
solutions, ensuring alignment with ITIL, CSDM, and enterprise governance
standards.

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Key Responsibilities

✅ Business Analysis & Delivery

* Conduct requirements elicitation workshops with IT, Operations, and
Infrastructure teams
* Document user stories, acceptance criteria, process flows, and functional
specifications
* Translate business needs into explicit requirements for developers and
architects
* Support end-to-end project lifecycle (Design → Build → Test → Deploy)

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✅ ITSM Functional Responsibilities

* Gather and analyze requirements across:
* Incident Management
* Problem Management




* Change Management
* Request & Service Catalog
* Define workflows, SLAs, approvals, and automation opportunities
* Ensure ITSM processes are aligned with ITIL best practices

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✅ CMDB & CSDM Responsibilities

* Understand and document CMDB data model, CI classes, and relationships
* Support CSDM adoption and service modeling initiatives
* Work with stakeholders to define:
* Business Applications
* Application Services
* Technical Services
* Ensure CMDB supports impact analysis, change, and service visibility

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✅ ITAM Functional Responsibilities

1. Asset Lifecycle Management

* Manage IT assets throughout their lifecycle:

* Planning and forecasting
* Procurement and acquisition
* Deployment and installation
* Maintenance and support
* Refresh and repl

📌 Servicenow Consultant (Bengaluru)
🏢 KPMG India
📍 Bengaluru