Job Details

  • Title: ServiceNow Business Analyst
  • Code: RCI-ITCS4-9169A
  • Location: Brooklyn New York (NY) 11201
  • Posted Date: 06/12/2019
  • Duration: 5 Months
  • Status: Open
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  Job Description


Business goal - To have all business application services mapped within the CMDB to show interdependencies between infrastructure and hosted/shared applications, via the setup and execution of processes to:

  • Gather and track application non-discoverable business information
  • Implement Service Mapping
  • Ratify service maps with IT managers and service owners
  • Ensure on-going quality of Service CIs and maps
  • Implementation of a process and methodology to gather the non-discoverable business information
  • Plan, document and execute day to day the Critical Service Mapping processes
  • Research and track the list of services to be mapped, maintaining a status of each through the mapping process till completion,
  • Establish and maintain a priority list of services to be mapped,
  • Obtain seed information entry points and access rights for each service,
  • Work with ITOM team to run map creation,
  • Gain map signoff from IT managers and service owners,
  • Implement a program of on-going governance of Service CIs and their maps,
  • Produce documentation of the process and procedures,
  • Make the processes repeatable and measurable, and
  • Perform related projects and initiatives as assigned.


The Service Mapping Business Consultant will be responsible for the planning and day-to-day administration of the Service Mapping process, working with stakeholders to ensure the accuracy and efficiency of the inputs and outputs of Service Mapping.

This is not a technical role, though an understanding and knowledge of the ServiceNow ITOM suite would be beneficial in troubleshooting the map results and suggesting solutions to any issues encountered. Soft skills are key: communication, ability to manage workload, ability to tracking status, and ensure data completeness and accuracy in a large-scale project.


  • Must have 8 yrs. experience in IT Service Management
  • Bachelor’s or Associate’s degree in computer science, information technology, engineering or business administration experience or equivalent experience
  • Experience in service mapping, such as event management, ITOM, Orchestration, discovery tools/integrations with other data sources and manual input processes as necessary
  • Relevant ServiceNow qualifications, i.e., Service Mapping Fundamentals / Service Mapping Implementation
  • Experience and knowledge of ServiceNow ITSM and ITBM suite
  • Experience with discovery tools such as ADDM, BladeLogic, ScienceLogic, IBM Tivoli, SCCM, ServiceNow Service Watch.


  • ITIL v3/2011 Foundation certification
  • Evidence of application of ITIL best practice knowledge in real-world environment
  • Large scale ServiceNow implementation experience
  • Good communication skills, ability to work cross organizational boundaries
  • Ability to plan large and manage workload, and track status
  • Prior government project experience (NYC strongly preferred).
  • Prior experience working with Remedy 8.1, Service Now IT Service Management
  • Prior experience working with Navvia tool