ServiceNow Business Analyst

ServiceNow Business Analyst
Fully Remote
We are seeking a skilled Business Analyst to support the modernization of the organization's asset management solution. This initiative will implement the ServiceNow IT Asset Management (ITAM) module to replace the legacy OpenText Asset Manager system. The new solution will enhance asset visibility, improve lifecycle tracking, and strengthen audit compliance while integrating seamlessly with existing ServiceNow modules, including IT Service Management (ITSM), IT Operations Management (ITOM), CMDB, Security Operations, and Governance, Risk, and Compliance (GRC).
The Business Analyst will serve as the bridge between stakeholders and the technical team, ensuring business needs are accurately captured, documented, and translated into requirements for the ITAM solution. This role requires strong analytical skills, ServiceNow platform experience, and exceptional interpersonal communication to facilitate collaboration across diverse stakeholders.

Responsibilities

• Lead the business analysis workstream for the implementation of ServiceNow IT Asset Management and Hardware Asset Management, serving as the primary liaison between business stakeholders, process owners, technical teams, implementation partners, and program leadership.
• Define and document end-to-end hardware asset lifecycle processes, including request, procurement, receiving, inventory, deployment, assignment, transfer, repair, refresh, return, retirement, disposal, and data sanitization.
• Document current-state and future-state asset management processes using process maps, swim lanes, workflows, RACI matrices, and supporting procedures. Identify process gaps, inefficiencies, control weaknesses, and opportunities to standardize asset management practices in alignment with ServiceNow capabilities and organizational policies. Define business rules, approval workflows, roles, notifications, exceptions, and service-level expectations for ITAM/HAM processes.
• Analyze and document integration requirements between ITAM/HAM and ServiceNow ITSM, ITOM, CMDB, Security Operations, GRC, procurement, finance, endpoint management, identity, discovery, and other enterprise systems. Define integration data flows, business rules, ownership, error handling, reconciliation requirements, and acceptance criteria.

Education and Experience

• Bachelor's degree in a relevant field
• 10+ years of relevant experience

Required Skills

• Proven experience working as a Business Analyst on ServiceNow projects, with exposure to ITAM or related modules (ITSM, ITOM, CMDB, GRC, Security Ops).
• Advanced experience in business process and system analysis, design, improvement, and implementation.
• Demonstrated ability to understand business needs and translate them into technical requirements and solutions.
• Experience conducting group facilitation, stakeholder interviews, and other knowledge transfer activities.
• Exceptional interpersonal and communication skills, with the ability to build and maintain effective working relationships across technical and business teams.
• Strong organizational and documentation skills, with proficiency in requirements management tools and practices.
• Familiarity with both Agile and Traditional project delivery methodologies.

Desired Skills

• ServiceNow certifications (e.g., Certified System Administrator, ITAM Implementation Specialist, ITSM).
• Business Analysis certification (e.g., IIBA CBAP, PMI-PBA, or equivalent).
• Experience supporting modernization or migration from legacy systems to ServiceNow platforms.
• Knowledge of ITIL practices and IT service management frameworks.
• Experience working in government, public sector, or other regulated environments.
• Familiarity with audit, compliance, and lifecycle tracking requirements for IT assets.

Security Clearance

• Eligible to obtain a Public Trust Clearance.

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Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").