Senior ServiceNow Business Analyst ITOM Discovery & ITAM

We are seeking a Senior ServiceNow Business Analyst to lead the business analysis function for client-facing ServiceNow engagements, with a strong focus on IT Operations Management (ITOM) and IT Asset Management (ITAM), including Discovery. This role is critical in bridging the gap between clients' business needs and technical solutions, ensuring the successful delivery of ServiceNow implementations.

The ideal candidate will lead client workshops to elicit, analyze, and document business requirements for ServiceNow ITOM and ITAM modules, including Discovery, Service Mapping, Software Asset Management (SAM), and Hardware Asset Management (HAM). They will design, develop, and document ServiceNow solutions to enhance visibility, automation, and management of IT infrastructure and assets. This requires technical proficiency, strong problem-solving skills, and the ability to collaborate with cross-functional teams to deliver enterprise-grade solutions.

Key Responsibilities

• Conduct discovery workshops to refine user stories and ensure alignment with business objectives.
• Translate business requirements into functional specifications and user stories for configuration and development teams.
• Collaborate with technical teams to design scalable, effective ServiceNow solutions aligned with client objectives.
• Implement and maintain standards, tools, and best practices for the business analysis team.
• Capture customer and service provider requirements, define solution approaches, and collaborate across the delivery team to implement them.
• Serve as the primary business analysis lead on multiple client engagements, ensuring alignment of deliverables with business goals.
• Mentor and guide junior business analysts and team members throughout the project lifecycle.
• Communicate complex technical concepts clearly to non-technical stakeholders and client executives.
• Support testing, validation, and user training efforts in collaboration with QA and training teams.
• Ensure project documentation and business process models are up to date and meet quality standards.
• Stay current on ServiceNow platform capabilities and industry best practices, especially in ITOM/ITAM domains.
• Collaborate with business stakeholders, IT operations teams, and process owners to gather requirements and translate them into technical solutions.
• Identify opportunities for process improvements and drive implementation.

Qualifications

Education:

• Bachelor s degree in Computer Science, Information Systems, Business Administration, or a related field (or equivalent experience).

Experience:

• 5+ years of experience working with ServiceNow, with 3+ years specializing in ITOM and ITAM modules, including hands-on experience with:
• - Discovery
• - Service Mapping
• - Software Asset Management (SAM)
• - Hardware Asset Management (HAM)
• Proven experience leading business analysis efforts on complex ServiceNow implementations.
• Interpersonal skills to help negotiate priorities and resolve conflicts among project stakeholders, such as clients and internal team members.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced, collaborative environment.

Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist ITOM (CIS-ITOM)
• ITIL v3 or v4 Foundation Certification

Preferred Skills

• Experience working in a consulting or client-facing role.
• Familiarity with Agile/Scrum project methodologies.
• Experience with data modeling and process mapping tools.

Soft Skills

• Excellent problem-solving and analytical skills to debug complex technical issues.
• Strong communication skills to articulate technical concepts to non-technical stakeholders.
• Ability to lead projects, mentor teams, and collaborate effectively in a fast-paced environment.

Preferred Qualifications

• Knowledge of network protocols, MID Server setup, and infrastructure troubleshooting.

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Flexible remote work options
• Professional development opportunities, including ServiceNow certification support

Why Join CRI Advantage?

• Work in a fast-moving, high-impact environment, where you will directly influence organizational success.
• Lead challenging, enterprise-level ServiceNow projects that require strategic thinking, technical expertise, and strong leadership.
• Be part of a rapidly growing ServiceNow practice (2024 & 2025 ServiceNow Partner of the Year), collaborating with top industry experts and a high-performance team.
• Gain career growth opportunities as we expand and develop our ServiceNow division.
• Experience an inclusive, supportive leadership culture, where we prioritize collaboration, innovation, and professional development.
• Enjoy a remote, flexible work environment while driving results in a high-performance culture.