ServiceNow ITAM Business Analyst

We are seeking an experienced and detail-oriented Senior ServiceNow ITAM Business Analyst to join our growing IT team. In this role, you will act as the crucial bridge between our business stakeholders and technical development teams. You will lead the design, implementation, and optimization of ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) modules.

The ideal candidate possesses a deep understanding of ITAM lifecycle processes, strong ServiceNow platform knowledge, and the ability to translate complex business requirements into scalable technical solutions that drive cost savings, risk mitigation, and operational efficiency.

• Requirements Gathering Analysis: Lead workshops and requirement-gathering sessions with cross-functional stakeholders to define, document, and prioritize business needs for ServiceNow SAM Pro, HAM Pro, and the CMDB.
• Process Optimization: Design and optimize end-to-end IT Asset Management lifecyclesfrom procurement, receiving, and deployment to maintece, re-marketing, and retirement/disposal.
• Solution Design: Translate business requirements into functional specifications, user stories, and process flow diagrams for ServiceNow developers and administrators.
• Data Quality Goverce: Define data models, normalization rules, and reconciliation strategies to ensure high-quality asset data within the ServiceNow CMDB and ITAM tables.
• Software Compliance Optimization: Support the setup of Software Asset Management (SAM) publishers, software entitlement imports, and license reconciliation processes to ensure audit readiness and cost optimization.
• Testing Validation: Develop test scenarios, create test scripts, and coordinate User Acceptance Testing (UAT) to ensure delivered solutions meet business requirements.
• Change Management Enablement: Create training materials, conduct user training, and drive adoption of ServiceNow ITAM processes across the organization.
• Continuous Improvement: Monitor system performance, track ITAM KPIs (e.g., inventory accuracy, cost avoidance, license compliance), and recommend continuous improvements.

• Education: Bachelors degree in information technology, Computer Science, Business Administration, or a related field (or equivalent practical experience).
• Experience: 10+ years of experience as a Business Analyst in IT, with at least 56 years specializing in ServiceNow ITAM (SAM Pro / HAM Pro) implementations.
• Platform Knowledge: Deep understanding of the ServiceNow platform architecture, data model, and ITAM/CMDB tables.
• Domain Expertise: Strong knowledge of ITAM best practices, hardware/software lifecycle management, and ITIL frameworks.
• Technical Literacy: Experience with software discovery tools (e.g., SCCM, Servicegraph connectors, Tanium) and software publisher licensing models (Microsoft, Oracle, Adobe, IBM, etc.).
• Analytical Skills: Proven ability to analyze complex data sets, identify gaps, and propose data-driven solutions.
• Communication: Exceptional stakeholder management, facilitation, and communication skills; able to translate technical concepts to non-technical business leaders and vice versa.
• Methodology: Experience working in Agile/Scrum development environments (writing epics, user stories, and acceptance criteria).

• Certified ServiceNow Implementation Specialist - Hardware Asset Management (CIS-HAM).
• Certified ServiceNow Implementation Specialist - Software Asset Management (CIS-SAM).
• IAITAM certifications (e.g., CHAMP, CSAM, CITAM).
• ITIL v4 Foundation certification (or higher).
• Experience with integration setups (REST/SOAP, Import Sets, Transform Maps).