Job Description

Servicenow Consultant

ITSM/CMDB/ITAM/GRC

Role Summary

The ServiceNow Business Analyst acts as a functional bridge between business stakeholders and technical teams, driving requirements for ITSM, CMDB, and ITOM modules.

The role focuses on translating business needs into scalable ServiceNow solutions, ensuring alignment with ITIL, CSDM, and enterprise governance standards.

Key Responsibilities

✅ Business Analysis & Delivery

• Conduct requirements elicitation workshops with IT, Operations, and Infrastructure teams
• Document user stories, acceptance criteria, process flows, and functional specifications
• Translate business needs into clear requirements for developers and architects
• Support end-to-end project lifecycle (Design → Build → Test → Deploy)

✅ ITSM Functional Responsibilities

• Gather and analyze requirements across:
• Incident Management
• Problem Management
• Change Management
• Request & Service Catalog
• Define workflows, SLAs, approvals, and automation opportunities
• Ensure ITSM processes are aligned with ITIL best practices

✅ CMDB & CSDM Responsibilities

• Understand and document CMDB data model, CI classes, and relationships
• Support CSDM adoption and service modeling initiatives
• Work with stakeholders to define:
• Business Applications
• Application Services
• Technical Services
• Ensure CMDB supports impact analysis, change, and service visibility

✅ ITAM Functional Responsibilities

1. Asset Lifecycle Management

• Manage IT assets throughout their lifecycle:Planning and forecastingProcurement and acquisitionDeployment and installationMaintenance and supportRefresh and replacementRetirement and disposal2. Hardware Asset Management (HAM)Track hardware inventory and ownershipManage asset allocation and transfersMonitor warranties and maintenance contractsEnsure asset recovery during employee offboardingSupport asset refresh programs3. Software Asset Management (SAM)Manage software licenses and subscriptionsTrack software usage and compliancePerform license reconciliationSupport vendor auditsOptimize software spend and license utilization4. Asset Inventory & CMDB AlignmentMaintain accurate asset recordsEnsure data quality between ITAM and CMDBTrack asset relationships and dependenciesSupport configuration item (CI) governance5. Procurement & Vendor ManagementCoordinate with procurement teamsManage vendor contracts and renewalsMonitor maintenance agreementsTrack license and support entitlements6. Compliance & Audit SupportEnsure adherence to software licensing termsSupport internal and external auditsMaintain audit-ready asset recordsManage risk related to unauthorized software or assets7. Financial ManagementTrack asset costs and depreciationSupport budgeting and forecastingOptimize IT asset investmentsIdentify cost-saving opportunities and eliminate unused assets8. Governance & ReportingDefine ITAM policies and proceduresEstablish asset management standardsCreate KPIs and dashboardsReport asset utilization, compliance, and financial metrics to stakeholders

Required Skills & Experience

✅ Must-Have

• 4–6+ years of experience as a Developer in ServiceNow
• Hands-on exposure to:
• ITSM processes
• CMDB & CSDM fundamentals
• ITAM concepts
• Strong understanding of:
• ITIL framework
• ServiceNow platform capabilities

✅ Good-to-Have

• Exposure to:
• Integration use cases (REST, APIs)
• CMDB governance / data quality concepts
• Reporting / dashboards

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA) & CAD
• ITIL v4 Certification
• ServiceNow CIS (ITSM / CMDB / ITAM)

Key Competencies

• Strong analytical and problem-solving skills
• Ability to work as a functional–technical bridge
• Excellent communication & stakeholder management
• Experience in consulting / multi-client environments

B-Tech/BCA/MCA

Certified Application Developer (Desired)

Other Service-Now Certifications (Preferred)