We are seeking a highly skilled ServiceNow Business Analyst Consultant with strong ITIL expertise and hands-on experience supporting Software Asset Management (SAM) and Hardware Asset Management (HAM) initiatives. The ideal candidate will excel at gathering requirements, mapping processes, and working closely with technical teams to deliver high-quality ServiceNow solutions across ITSM, HAM, and SAM domains.
Key Responsibilities
* Engage with stakeholders to elicit, validate, and document requirements for ServiceNow ITSM, SAM, and HAM enhancements.
* Lead workshops to define current-state and future-state asset management processes aligned with ITIL best practices.
* Translate business requirements into user stories, functional specifications, and detailed process maps.
* Work closely with ServiceNow developers, architects, and product owners to ensure requirements are accurately implemented.
* Support design and configuration activities across SAM and HAM modules, including license models, entitlements, discovery alignment, inventory processes, and lifecycle workflows.
* Assist with hardware and software asset governance, compliance reporting, and data quality improvement initiatives.
* Coordinate and support UAT activities, including test case development, execution, and defect management.
* Contribute to documentation including business processes, training materials, knowledge articles, and operational guides.
* Provide business analysis support for platform upgrades, new module deployments, and continuous improvement efforts.
* Ensure alignment between ITSM, CMDB, procurement, and asset management processes.
Required Skills & Experience
* 5+ years of experience as a Business Analyst within ServiceNow
* Strong working knowledge of ITIL particularly Asset Management and ITSM practices.
* Hands-on experience supporting or implementing ServiceNow SAM and/or HAM modules.
* Proven ability to create user stories, functional requirements, workflow diagrams, and service design documentation.
* Ability to collaborate with technical teams and translate complex processes into clear requirements.
* Strong communication, facilitation, and stakeholder engagement skills.
* High attention to detail and a proactive, problem-solving mindset.
Preferred Qualifications
* CSA – Certified System Administrator
* CIS-SAM – Certified Implementation Specialist: Software Asset Management
* CIS-HAM – Certified Implementation Specialist: Hardware Asset Management
* ITIL Foundation or higher certification.
For more information, please apply with a relevant CV!