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

• Asset Lifecycle Management

Manage IT assets throughout their lifecycle

• Planning and forecasting
• Procurement and acquisition
• Deployment and installation
• Maintenance and support
• Refresh and replacement
• Retirement and disposal

• Hardware Asset Management (HAM)

• Track hardware inventory and ownership
• Manage asset allocation and transfers
• Monitor warranties and maintenance contracts
• Ensure asset recovery during employee offboarding
• Support asset refresh programs

• Software Asset Management (SAM)

• Manage software licenses and subscriptions
• Track software usage and compliance
• Perform license reconciliation
• Support vendor audits
• Optimize software spend and license utilization

• Asset Inventory & CMDB Alignment

• Maintain accurate asset records
• Ensure data quality between ITAM and CMDB
• Track asset relationships and dependencies
• Support configuration item (CI) governance

• Procurement & Vendor Management

• Coordinate with procurement teams
• Manage vendor contracts and renewals
• Monitor maintenance agreements
• Track license and support entitlements

• Compliance & Audit Support

• Ensure adherence to software licensing terms
• Support internal and external audits
• Maintain audit-ready asset records
• Manage risk related to unauthorized software or assets

• Financial Management

• Track asset costs and depreciation
• Support budgeting and forecasting
• Optimize IT asset investments
• Identify cost-saving opportunities and eliminate unused assets

• Governance & Reporting

• Define ITAM policies and procedures
• Establish asset management standards
• Create KPIs and dashboards
• Report 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)