ITOM / IRE Business Analyst (BA) / Lead

Role: ITOM / IRE Business Analyst (BA) / Lead 

Job Description:

Role Overview

The ITOM / IRE Business Analyst (BA) / Lead is responsible for driving requirements gathering, solution design, and implementation oversight for IT Operations Management (ITOM) initiatives, with a strong focus on Identification and Reconciliation Engine (IRE) within the ServiceNow platform.

This role bridges business stakeholders, IT operations teams, and technical developers to ensure accurate CMDB data management, service mapping, discovery optimization, and operational process improvements.

Key Responsibilities

1. Business Analysis & Requirements Management

• Lead workshops to gather and document business and technical requirements for ITOM implementations.

• Translate operational requirements into functional specifications for ITOM modules (Discovery, CMDB, Service Mapping, Event Management).

• Define use cases, process flows, and data mapping documentation.

• Ensure alignment with ITIL best practices.

2. IRE & CMDB Governance

• Design and optimize Identification and Reconciliation Engine (IRE) rules.

• Define CI class structures and data models within CMDB.

• Establish reconciliation rules, identification entries, and data source priorities.

• Improve CMDB data health, completeness, and accuracy.

• Drive CMDB governance framework and data quality KPIs.

3. ITOM Implementation & Optimization

• Lead implementation of:

  • Discovery & MID Server configuration

  • Service Mapping

  • Event Management

  • Cloud Discovery integrations

• Collaborate with technical teams on architecture and integration patterns.

• Identify automation opportunities to improve operational efficiency.

4. Stakeholder & Team Leadership (Lead Role)

• Act as SME for ITOM and IRE capabilities.

• Provide guidance to junior BAs and functional consultants.

• Work closely with architects, developers, and platform owners.

• Drive roadmap planning and platform maturity assessments.

• Manage client communications and executive reporting (if client-facing).

Required Skills & Qualifications

Technical Skills

• Strong hands-on experience with ITOM modules in ServiceNow.

• Deep understanding of:

  • CMDB architecture and data modeling

  • Identification & Reconciliation Engine (IRE)

  • Discovery patterns and service mapping

• Experience with integrations (REST, SOAP, APIs).

• Understanding of IT infrastructure (servers, network, cloud, virtualization).

• Knowledge of ITIL processes (Incident, Problem, Change, Asset).

Preferred Skills

• ServiceNow certifications (e.g., CSA, CIS-ITSM, CIS-ITOM).

• Experience with cloud platforms (AWS, Azure, Google Cloud Platform).

• Experience in CMDB data remediation programs.

• Familiarity with Agile/Scrum methodology.

Soft Skills

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder engagement.

• Leadership and mentoring ability (for Lead role).

• Ability to manage cross-functional teams and priorities.