Business Analyst - ITOM

Why Us

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. The go-to ServiceNow guide, NewRocket was recently awarded the "2024 ServiceNow Worldwide Customer Workflow Partner of the Year" and "2024 ServiceNow Creator Workflow Partner of the Year". We work with some of the world's biggest brands, bridging the gap between what customers expect and what their technology can deliver.

We #GoBeyondWorkflows to create new kinds of experiences for our customers.

Come join our Crew!

The Role

NewRocket is a global team made up of ServiceNow professionals who help our customers run and grow their ServiceNow environments. We are hiring a ServiceNow Business Analyst.

We will provide support and guidance to get you up to speed on some of the most amazing projects! We provide official ServiceNow training so you can achieve multiple certifications. We will set expectations for what success looks like. Then we will allow you use your skills and experience to come up with innovative solutions to achieve customer goals.

We are #GoingBeyond Come join our crew!

What You Will Be Doing

• Act as the primary ITOM-focused Business Analyst, engaging stakeholders across infrastructure, applications, and operations to define requirements for ServiceNow ITOM initiatives.
• Lead requirement-gathering workshops for Discovery, Event Management, Service Mapping, CMDB, and CSDM use cases.
• Translate business needs into functional specifications, process flows, and user stories tailored for ITOM implementations.
• Drive discussions around CI classes, relationships, identification, reconciliation, and CMDB governance.
• Partner with technical teams to validate discovery schedules, probes, sensors, patterns, and event rules/correlation strategies.
• Ensure ITOM processes are aligned with the Common Service Data Model (CSDM).
• Collaborate with developers and architects to ensure delivered solutions meet agreed requirements and business outcomes.
• Define test cases and support UAT to validate ITOM configurations and integrations.
• Provide ongoing reporting and insights into CMDB health, discovery coverage, and event noise reduction.

What You Bring Along

• Minimum 2+ years of experience with ServiceNow ITOM modules as a Business Analyst or Developer, including:
• • Discovery – requirements for discovery schedules, probes, patterns, and credentials; fundamental knowledge of the Discovery process.
  • Event Management – event integrations, rules, correlation, and alert management; fundamental understanding of Event Management in ServiceNow.
  • CMDB & CSDM – theoretical understanding of the CI data model, relationships, governance, and health rules.
• Strong understanding of ITIL processes, especially Configuration, Event, Incident, and Change Management.
• Proven experience creating functional specifications, user stories, BRDs, and process documentation in Agile/Scrum environments.
• Excellent stakeholder engagement skills with both technical and non-technical teams.
• Proven experience with implementing ServiceNow CMDB, Discovery, Software Asset Management, ITSM, Service Catalog, and Workflows to meet business requirements

Education:

• A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience

Certifications & Knowledge

The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations.

Preferred Certifications:

• ServiceNow CSA certification and ITOM-related certifications (Discovery, Service Mapping, Event Management).

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.in@newrocket.com.