Role: ServiceNow ITOM BA

Location: Pune

Exp: 8-12 Years

5–10 years total, with 3+ years specifically as BA on ServiceNow ITOM/CMDB initiatives.

Desired Competencies (Technical/Behavioral Competency)

Must-Have

(Minimum 5, with 2–3 lines each)

1. Deep Understanding of ServiceNow ITOM Suite
2. Hands-on BA experience with Discovery, Service Mapping, Event Management (ITOM Health), and CMDB data models. Able to translate business outcomes into ITOM capabilities, patterns, and KPIs.
3. Requirements & Process Engineering
4. Strong skills in eliciting, documenting, and prioritizing requirements (BRDs/FRDs/Use Cases/User Stories), defining To-Be processes, and maintaining traceability through delivery.
5. CMDB Governance & Data Quality
6. Experience defining CSDM-aligned data models, CI classes/attributes, relationship mapping, data quality rules, reconciliation, and CMDB health dashboards.
7. Event & Alert Operations Design
8. Ability to design event intake models, correlation rules, deduplication policies, noisy alert reduction,



and operational dashboards for NOC/SRE stakeholders.
9. Stakeholder & Change Management
10. Skilled in stakeholder analysis, RACI, workshops, UAT facilitation, adoption playbooks, and defining operational readiness criteria and training collateral.

Positive-to-Have (Minimum 2, with 2–3 lines each)

1. ITIL / SRE Alignment
2. Knowledge of ITIL (Incident/Problem/Change) process integration with ITOM and SRE practices for observability and service reliability.
3. Integration & Data Onboarding
4. Exposure to integrating monitoring tools (e.g., SolarWinds, Zabbix, Dynatrace, AppDynamics), cloud discovery (AWS/Azure/GCP), and onboarding patterns via MID Server.
5. Reporting & Value Realization
6. Ability to define success metrics, ROI tracking, dashboards (performance analytics), and executive reporting to measure business value.

📌 ServiceNow ITOM BA (Maharashtra)
🏢 Tata Consultancy Services
📍 Maharashtra