Job ID: JOB_ID_116
Position Summary: ServiceNow BA
We are looking for a seasoned ServiceNow Business Analyst to join our enterprise IT team in Philadelphia. This 100% onsite role is critical for the successful implementation and optimization of our Configuration Management Database (CMDB), Discovery, and Service Mapping modules. In the 2026 IT landscape, the accuracy of the CMDB is the foundation of all IT Service Management (ITSM) and IT Operations Management (ITOM) success. You will serve as the primary liaison between business stakeholders and the technical platform team.
Core Responsibilities
- Requirement Gathering: Capture detailed business and user requirements, translating them into actionable user stories for the Agile development team.
- CMDB Governance: Define and document requirements for Configuration Management, ensuring that the CMDB remains a ‘single source of truth’ for the organization.
- Discovery and Mapping: Lead the efforts in ServiceNow Discovery and Service Mapping. You will identify critical business services and map their underlying infrastructure dependencies.
- Stakeholder Management: Own the relationship with project stakeholders, prioritizing requirements and managing expectations throughout the project lifecycle.
- Agile Leadership: Work within an Agile SCRUM methodology, participating in sprint planning, daily stand-ups, and retrospectives.
- Testing and Validation: Support the testing effort by defining acceptance criteria and ensuring that delivered solutions meet the original business specifications.
- Adoption and Training: Work with stakeholders to drive platform adoption and provide guidance on ServiceNow best practices.
Technical Qualifications
The successful candidate will possess a deep understanding of the ITIL framework (v3 or v4) and have at least 4 years of practical experience with ServiceNow. Technical proficiency in protocols such as HTTP, TCP, SNMP, SOAP, and REST is essential for understanding integration points. You should be familiar with Cloud Discovery and how it populates the CMDB, as well as the configuration of MID servers. Experience with ServiceNow Integration Hub is a significant plus, as we look to automate workflows across external systems.
Professional Attributes
This role requires an analytical thinker who can articulate complex ServiceNow features in a way that relates to business outcomes. You must be resourceful, taking the initiative to solve problems and manage change in a fast-paced environment. Excellent oral and written communication skills are mandatory, as you will be presenting findings and recommendations to both technical teams and executive leadership.
Special Requirements
100% Onsite; 6 months duration; Requires ITIL v3/v4 certification knowledge.
Compensation & Location
Salary: $110,000 – $155,000 per year
Location: Philadelphia, PA
Recruiter / Company – Contact Information
Recruiter / Employer: Sysmind
Email: shrotamk@sysmind.com
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