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.
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)
✅ 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
✅ 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 replacement
- Retirement and disposal
2. Hardware Asset Management (HAM)
- Track hardware inventory and ownership
- Manage asset allocation and transfers
- Monitor warranties and maintenance contracts
- Ensure asset recovery during employee offboarding
- Support asset refresh programs