Hybrid Business Analyst – ServiceNow

at Rockwell Automation

• Job title: Business Analyst – ServiceNow
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, ITSM, JavaScript, SOAP
• Location requirements: Hybrid, Pune, India

About the role

• ServiceNOW ITSM and ITOM Developer responsible for designing and managing IT solutions at Rockwell Automation. Collaborating with IT teams for effective solutions in service management.

Responsibilities

• Develop and configure SNOW ITSM and ITOM applications, including Incident, Problem, Change, Knowledge, Discovery, Event Management, and CMDB modules.
• Implement and optimize workflows, business rules, UI policies, and automation for ITSM and ITOM processes.
• Design and maintain integrations with external systems (e.g., Active Directory, monitoring tools, cloud platforms) using REST, SOAP, and APIs.
• Manage and enhance the Configuration Management Database (CMDB), ensuring data integrity and alignment with the Common Service Data Model (CSDM).
• Implement and manage SNOW Discovery and Service Mapping to identify and maintain Configuration Items (CIs).
• Troubleshoot and resolve complex issues related to SNOW ITSM and ITOM modules.
• Collaborate with IT teams, stakeholders, and end users to gather requirements and deliver effective solutions.
• Maintain technical documentation for configurations, customizations, and integrations.
• Ensure compliance with IT security standards, best practices, and governance requirements.
• Participate in agile development processes, including sprint planning, reviews, and daily stand-ups.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of hands-on experience in SNOW development, with a focus on ITSM and ITOM modules.
• Proficiency in JavaScript, SNOW Glide scripting, HTML, and CSS.
• Strong understanding of IT Service Management (ITSM) concepts, ITIL framework, and IT Operations Management (ITOM) practices.
• Experience with SNOW Discovery, Event Management, and CMDB lifecycle management.
• Experience with API integrations (REST, SOAP) and SNOW IntegrationHub.
• Familiarity with SNOW development tools (Flow Designer, Studio IDE, Update Sets).
• SNOW certifications (CSA, CAD, ITSM, ITOM Implementation Specialist) are preferred.

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development opportunities