ServiceNow ITAM Business / Process Analyst

Job Title: ServiceNow ITAM Business / Process Analyst

Experience: 4-6 Years
Job Summary

We are seeking a skilled ServiceNow ITAM Business/Process Analyst with hands-on experience in Configuration Management, Discovery, Hardware Asset Management (HAM), and Software Asset Management (SAM). The ideal candidate will work closely with business stakeholders and platform teams to capture requirements, optimize processes, and ensure successful implementation and adoption of ServiceNow IT Asset Management solutions.

Key Responsibilities
• Act as a liaison between business stakeholders and the ServiceNow platform team.
• Capture, analyze, and document business and user requirements (Agile user stories).
• Gather requirements for Configuration Management, Discovery, and IT Asset Management modules.
• Ensure requirements are clearly understood, developed, tested, and delivered as specified.
• Own stakeholder relationships to identify, prioritize, model, and document business, process, and data requirements.
• Represent stakeholders during planning, development, and release cycles.
• Collaborate with platform teams to develop release estimates and delivery plans.
• Support testing efforts including UAT coordination and validation.
• Drive stakeholder adoption and ensure successful implementation outcomes.

Required Skills & Qualifications
• Bachelor s degree in Computer Science, Engineering, or related field (or equivalent experience).
• 4+ years of experience gathering requirements for ServiceNow ITAM modules, especially Hardware Asset Management.
• Strong understanding of ServiceNow Discovery, including Cloud Discovery and CMDB population.
• Experience with Service Mapping, MID Server configuration, and data mapping.
• Knowledge of integrations between ServiceNow and external systems; Integration Hub experience is a plus.
• Strong understanding of ServiceNow out-of-the-box capabilities and module functionality.
• Familiarity with protocols such as HTTP, TCP, SNMP, SOAP, and REST.
• Solid understanding of the ITIL framework (v3 or v4) and industry best practices.
• Experience working in Agile/SCRUM environments.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities and adapt to changing environments.

Preferred Qualifications
• Experience with Software Asset Management (SAM).
• Exposure to Cloud asset discovery and compliance tracking.
• ITIL certification or ServiceNow certifications are a plus.

Core Competencies
• Stakeholder Collaboration & Communication
• Process Analysis & Optimization
• Agile Requirements Management
• Analytical Thinking & Problem Solving
• Change Management & Adoption Enablement