ServiceNow Business Analyst (CMDB & ITAM)


  ServiceNow - Business Analyst / Process Consultant


Our client are a leading IT Services and Consulting organization and they are hiring a ServiceNow Business Analyst with expertise in Configuration Management Database (CMDB) and IT Asset Management (ITAM) focusing on Hardware Asset Management (HAM) and Software Asset Management (SAM). The successful candidate will have a strong background in analyzing business requirements, implementing solutions and optimizing ServiceNow processes to enhance their IT service management capabilities.


  • Analyze and understand business requirements related to CMDB and ITAM (HAM & SAM) to design effective ServiceNow solutions.

  • Collaborate with stakeholders to gather and document detailed functional and technical requirements.

  • Develop and configure ServiceNow modules, including CMDB, HAM, and SAM, to meet business needs.

  • Ensure data integrity and accuracy within the CMDB and ITAM systems through regular audits and validation processes.

  • Provide expertise in IT asset lifecycle management, including procurement, deployment, maintenance, and retirement of hardware and software assets.

  • Create and maintain comprehensive documentation, including process flows, user guides, and training materials.

  • Conduct training sessions and workshops to educate end-users on ServiceNow functionalities and best practices.

  • Collaborate with cross-functional teams to ensure seamless integration of ServiceNow with other IT systems and tools.

  • Continuously monitor and assess the performance of ServiceNow modules, identifying areas for improvement and implementing enhancements.


  • Bachelor’s degree in Information Technology, Business Administration, or a related field.

  • Minimum of 3 years of experience as a Business Analyst with a focus on ServiceNow, CMDB, and ITAM (HAM & SAM).

  • In-depth knowledge of ServiceNow platform and modules, specifically CMDB, HAM, and SAM.

  • Strong understanding of ITIL principles and best practices.

  • Proven experience in gathering and documenting business requirements, process flows, and technical specifications.

  • ServiceNow certifications (e.g., Certified Implementation Specialist, Certified Application Developer) are a plus.