ServiceNow Business analyst

Title: ServiceNow ITAM Business Analyst Location: Remote

A global enterprise is undertaking a strategic initiative to modernize and integrate its IT Asset Management (ITAM), Software Asset Management (SAM), and Configuration Management Database (CMDB) capabilities within ServiceNow. This high-visibility program will improve software compliance, optimize licensing costs, enhance configuration data accuracy, and strengthen alignment across IT Service Management (ITSM) and IT Operations Management (ITOM). We are seeking a

senior-level ServiceNow ITAM Business Analyst

to serve as the functional lead bridging business stakeholders and technical implementation teams. Key Responsibilities Business Analysis & Requirements Gathering Act as the primary Business Analyst for ServiceNow ITAM, with a combined focus on Software Asset Management (SAM) and CMDB initiatives. Facilitate stakeholder workshops with ITAM project teams, CMDB owners, infrastructure teams, and procurement to assess current state and define future-state processes. Gather, analyze, and document business, functional, and compliance requirements related to software licensing, asset governance, and configuration data. Functional Design & Documentation Translate business requirements into detailed functional specifications (BRDs, FRDs), user stories, and acceptance criteria. Create process flows, data models, and governance documentation aligned with ITIL and enterprise standards. Ensure requirements support SAM Pro capabilities including normalization, reconciliation, entitlement management, and compliance tracking. Align CMDB use cases with ITSM, ITOM, and ITAM workflows. Agile Delivery & Collaboration Participate in sprint planning, backlog refinement, demos, and retrospectives within an Agile framework. Partner closely with ServiceNow architects, developers, and integration teams to ensure accurate solution design and implementation. Support UAT coordination, validation, and stakeholder sign-off. Must Haves 10+ years of IT and/or ServiceNow experience, with a strong focus on ITAM and CMDB initiatives. Hands-on functional experience with ServiceNow SAM and CMDB. Strong understanding of ITAM, ITSM, and ITIL processes, including software licensing models and compliance requirements. Proven experience creating BRDs, FRDs, user stories, and process documentation. Excellent analytical thinking and stakeholder communication skills. Certifications Mandatory: ServiceNow Certified System Administrator (CSA) Preferred: CIS – SAM / ITAM ITIL Foundation