Job ID: JOB_ID_1959
Role Overview
The ServiceNow ITAM Business / Process Analyst is a pivotal role designed to bridge the gap between complex business requirements and technical ServiceNow platform capabilities. In this contract position based in Philadelphia, PA, you will focus on Hardware Asset Management (HAM), Software Asset Management (SAM), and the Configuration Management Database (CMDB). As organizations increasingly rely on cloud-based infrastructure and complex software licensing models, the need for precise asset tracking and governance has never been higher. This role offers the opportunity to work at the forefront of IT Service Management (ITSM) and IT Asset Management (ITAM) innovation.
Key Responsibilities
- Capture and document detailed business requirements for Configuration Management (CMDB) and ServiceNow Discovery, including Cloud Discovery modules.
- Act as the primary liaison between business stakeholders and the ServiceNow platform development team to ensure alignment.
- Gather and translate business/user requirements into high-quality user stories within an Agile/SCRUM environment.
- Own stakeholder relationships to identify, prioritize, model, and document business, process, and data requirements.
- Ensure requirements are clearly understood, developed, tested, and delivered as per specification.
- Represent stakeholders throughout the entire planning, development, and release cycles.
- Work closely with platform teams to provide accurate release estimates and resource planning.
- Support SIT/UAT testing efforts and validate business outcomes against initial requirements.
- Drive stakeholder adoption and change management initiatives to ensure the success of new ITAM processes.
- Ensure CMDB data integrity and governance best practices are followed across the enterprise.
- Collaborate on Service Mapping, MID Server configuration, and data mapping activities.
- Support integrations between ServiceNow and external systems using Integration Hub.
Professional Requirements
Candidates must possess a Bachelor’s degree in Computer Science, Engineering, or a related field. A minimum of 4 years of hands-on experience gathering requirements for ServiceNow ITAM modules, specifically Hardware Asset Management (HAM), is required. A strong understanding of the ITIL framework (v3 or v4) is essential for success in this role. Technical proficiency should include ServiceNow Discovery, CMDB population, Service Mapping, and MID Server configuration. Familiarity with protocols such as HTTP, TCP, SNMP, SOAP, and REST is highly desirable. Preferred qualifications include ITIL v3 or v4 Certification and ServiceNow Certified Implementation Specialist – ITAM. This role requires excellent communication skills and the ability to articulate ServiceNow capabilities in alignment with strategic business objectives. Working in a large enterprise environment will provide the necessary context for the scale of data and process complexity involved in this position.
Strategic Impact
The ServiceNow ITAM Business / Process Analyst does more than just document requirements; they serve as a strategic advisor to the business. By optimizing the CMDB and ITAM modules, you help the organization reduce costs associated with redundant software licenses and underutilized hardware. In the 2026 landscape, where hybrid work and multi-cloud environments are the norm, your work ensures that the IT infrastructure is transparent, compliant, and efficient. You will be responsible for identifying gaps in current processes and proposing automated solutions within the ServiceNow ecosystem. This includes leveraging AI-driven insights for predictive maintenance of assets and automated reconciliation of software entitlements. Your role is central to the organization’s digital transformation journey, providing the data foundation upon which all other IT services are built. By maintaining a high standard of data integrity, you enable better decision-making for IT leadership and financial stakeholders alike.
Compensation & Location
Salary: $145,000 – $190,000 per year (Estimated)
Location: Philadelphia, PA
Recruiter / Company – Contact Information
Recruiter / Employer: Diverse Lynx LLC
Email: niraj.kumar@diverselynx.com
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