Position: ServiceNow ITOM Business Analyst
Location: Philadelphia, PA
The ServiceNow ITOM Business Analyst is responsible for bridging business requirements with ServiceNow ITOM capabilities, ensuring successful implementation and optimization of CMDB, Discovery, Service Mapping, Event Management, and Cloud Discovery solutions. The role works closely with business stakeholders, infrastructure teams, architects, and developers to analyze requirements, define solution designs, improve IT operational processes, and support digital transformation initiatives aligned with CSDM and ITIL best practices.
Key Responsibilities
· Gather, analyze, and document business requirements for ServiceNow ITOM implementations and enhancements.
· Conduct workshops with Infrastructure, Cloud, Security, and Application teams to understand operational challenges.
· Define functional requirements, user stories, acceptance criteria, and process flows.
· Collaborate with Solution Architects and Developers to translate business requirements into technical solutions.
· Support CMDB strategy by identifying CI classes, relationships, and data ownership requirements.
· Analyze Discovery, Service Mapping, and Event Management outputs to identify process improvement opportunities.
· Ensure alignment with CSDM 5.0, CMDB governance, and ServiceNow best practices.
· Participate in Discovery onboarding, application onboarding, and Service Mapping workshops.
· Document As-Is and To-Be processes, business workflows, and operating procedures.
· Support CMDB health initiatives, data quality improvement, and governance activities.
· Work closely with Change, Incident, Problem, and Asset Management teams to ensure process integration.
· Assist in defining KPIs, dashboards, and reporting for ITOM operations.
· Coordinate User Acceptance Testing (UAT), defect tracking, and production validation.
Required Skill
· Strong understanding of ServiceNow ITOM modules including CMDB, Discovery, Service Mapping, Event Management, Cloud Discovery, IRE
· Good knowledge of CSDM 5.0 framework.
· Experience in gathering and documenting business requirements.
· Strong knowledge of ITIL processes including Incident, Change, Problem, Configuration, and Asset Management.
· Experience creating BRDs, user stories, process flows, and acceptance criteria.
· Familiarity with Agile and Scrum methodologies.
Alchemy: Transforming Your Professional Vision into Reality
Since our inception in 2013, Alchemy has been dedicated to reshaping organizational performance through innovative IT services. With a vision to empower businesses seeking a transformative edge, we’ve positioned ourselves at the forefront of digitization and software modernization.
Our name reflects our mission: to transmute technology into gold-standard solutions for our esteemed clients. We proudly serve a diverse range of sectors, including IT and ITES, BFSI, Telecom and Media, Automotive, Manufacturing, Energy, Oil and Gas, Real Estate, Retail, Healthcare, and more.
With a global footprint spanning the USA, India, Europe, Canada, Singapore, Japan, and parts of Central and West Africa, we harness a unique blend of competencies, frameworks, and cutting-edge technologies. Together, we drive growth and innovation across industries, helping organizations turn their visions into reality.
Alchemy – Connecting Talent with Opportunities (Diversity, Equity and Inclusion)
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