ServiceNow ITOM Business Analyst

ServiceNow ITOM Business Analyst

Experience Level: Mid-Senior Level (3–5 years ServiceNow; 2+ years ITOM)

Who We Are: ThinkTek LLC is a fast-growing Certified SBA 8(a) and Service-Disabled Veteran-Owned Small Business (SDVOSB) company. We specialize in providing management and technology consulting services to support the business and technology modernization efforts of the Federal Government. ThinkTek was formed with the specific purpose of providing its clients a tailored solution around Program & Project Management, Strategic Planning, and IT Operations.

Position Overview

We are seeking an experienced ServiceNow ITOM Business Analyst with 3–5 years of ServiceNow platform experience, including a minimum of 2 years dedicated specifically to IT Operations Management (ITOM) modules.

In this role, you will act as the crucial bridge between infrastructure, operations, engineering teams, and ServiceNow developers. You will elicit and analyze complex requirements across ITOM streams-such as Discovery, Service Mapping, Event Management, and CMDB/CSDM architecture-to transform business, operational, and regulatory needs into clear user stories, process flows, and architectural roadmaps.

Key Responsibilities

Business & Process Analysis

• Conduct business needs analysis, process modeling, and gap analysis between "as-is" infrastructure operations and "to-be" automated ServiceNow ITOM workflows. • Partner with Infrastructure, Cloud, Network, Security, and IT Service Management…