ServiceNow ITOM Business Analyst
Experience Level: Mid-Senior Level (3–5 years ServiceNow; 2+ years ITOM)
Who We Are: ThinkTek LLC is a fast-growing Certified SBA 8(a) and Service-Disabled Veteran-Owned Small Business (SDVOSB) company. We specialize in providing management and technology consulting services to support the business and technology modernization efforts of the Federal Government. ThinkTek was formed with the specific purpose of providing its clients a tailored solution around Program & Project Management, Strategic Planning, and IT Operations.
Position Overview
We are seeking an experienced ServiceNow ITOM Business Analyst with 3–5 years of ServiceNow platform experience, including a minimum of 2 years dedicated specifically to IT Operations Management (ITOM) modules.
In this role, you will act as the crucial bridge between infrastructure, operations, engineering teams, and ServiceNow developers. You will elicit and analyze complex requirements across ITOM streams-such as Discovery, Service Mapping, Event Management, and CMDB/CSDM architecture-to transform business, operational, and regulatory needs into clear user stories, process flows, and architectural roadmaps.
Key Responsibilities
Business & Process Analysis
- Conduct business needs analysis, process modeling, and gap analysis between "as-is" infrastructure operations and "to-be" automated ServiceNow ITOM workflows.
- Partner with Infrastructure, Cloud, Network, Security, and IT Service Management (ITSM) stakeholders to define CI identification, discovery scope, credential requirements, and network architecture constraints (e.g., MID Server placement).
- Facilitate Discovery and Service Mapping workshops to identify critical business services, map underlying infrastructure dependencies, and align CI relationships with the Common Service Data Model (CSDM) framework.
- Analyze event monitoring sources, alerting thresholds, and deduplication/correlation logic to define requirements for Event Management and automated remediation.
Requirements Engineering & Agile Delivery
- Translate high-level business goals and technical operational requirements into granular, actionable Epics and User Stories with well-defined acceptance criteria in an Agile/Scrum environment.
- Actively manage and prioritize the ITOM product backlog, participating in sprint planning, backlog refinement, daily stand-ups, and sprint reviews.
- Analyze and verify technical requirements against ServiceNow out-of-the-box (OOTB) capabilities to minimize custom development and ensure platform maintainability.
- Develop detailed functional specifications, process flow diagrams, data mapping matrices, and requirements traceability matrices (RTM).
Testing, Validation & Platform Governance
- Collaborate with QA and developers to design functional test scenarios, review acceptance criteria, and support Automated Test Framework (ATF) script design for ITOM workflows.
- Support User Acceptance Testing (UAT), assisting operational stakeholders through validation scenarios, test execution, and issue resolution.
- Help drive CMDB governance, data health, and integrity auditing (completeness, correctness, compliance) by establishing reporting, dashboards, and operational KPI tracking.
Requirements & Qualifications
Experience & Education
- Bachelor's Degree in Information Systems, Computer Science, Engineering, or a related discipline (or equivalent practical experience).
- 3–5 years of ServiceNow platform experience acting as a Business Analyst, Systems Analyst, or Consultant.
- Minimum of 2 years of dedicated ServiceNow ITOM experience, with direct exposure to at least three of the following:
- Discovery (IP-based discovery, cloud discovery, patterns, MID Server configuration)
- Service Mapping (tag-based or top-down mapping)
- Event Management (event rules, alert correlation, metric intelligence)
- CMDB Health & CSDM implementation
- Agile/Scrum Experience: Demonstrated track record working in fast-paced Agile environments, writing user stories, breaking down epics, and conducting backlog grooming.
- Experience engaging with cross-functional technical teams (network engineers, system admins, cloud architects, database admins) to uncover discovery credentials, firewall rules, and architecture topology.
Preferred Skills & Certifications
- Certifications (Strongly Preferred):
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS) in Discovery, Event Management, or Service Mapping
- ServiceNow Certified Implementation Specialist (CIS) in Data Foundations (CMDB and CSDM)
- ITIL Foundation v3 or v4 certification
- Experience working with federal government clients or in heavily regulated enterprise environments.
- Hands-on familiarity with ServiceNow Automated Test Framework (ATF) and platform reporting/Performance Analytics.
Pay Range
The anticipated annual salary range for this position is $130,030 – $140,020. This range is a good-faith estimate and not a guarantee of compensation. Final compensation will be based on factors including experience, education, skills, geographic location, internal equity, market data, and applicable contract requirements, and may fall outside the posted range.
ThinkTek LLC is proud to be an Equal Opportunity Employer (EOE), making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. ThinkTek offers medical, dental, and vision insurance to all full-time employees; PTO and a variety of other paid leave options are also available. You can read more about ThinkTek benefits at https://www.thinktekllc.com/careers/.