ServiceNow ITOM Sr. Business Systems Analyst

Job Description
We are seeking a highly skilled ServiceNow Discovery and Service Mapping Specialist to join our team. The ideal candidate will have in-depth experience with ServiceNow Discovery, Service Mapping, and implementing Hardware Asset Management (HAM) and Software Asset Management (SAM) solutions. You will be responsible for ensuring the efficient operation of our ServiceNow platform, particularly in areas of asset discovery, service visibility, CMDB health, and overall IT operations.
Key Responsibilities:
- Design, implement, and maintain ServiceNow Discovery and Service Mapping to create an accurate and comprehensive view of IT infrastructure and services.
- Configure ServiceNow Discovery for optimal performance in discovering on-premise, cloud-based, and hybrid environments.
- Develop and maintain Service Mapping to identify critical service dependencies and ensure accurate service models.
- Implement and manage Hardware Asset Management (HAM), ensuring proper tracking, reporting, and lifecycle management of IT hardware assets.
- Implement and manage Software Asset Management (SAM), ensuring proper tracking of software entitlements, usage, and compliance with licensing agreements.
- Integrate HAM and SAM with other ServiceNow modules, such as IT Service Management (ITSM), IT Operations Management (ITOM), and Configuration Management Database (CMDB).
- Collaborate with stakeholders to define asset management strategies, processes, and workflows.
- Conduct regular audits and reviews of asset data to ensure accuracy and compliance.
- Create and maintain detailed documentation of system configurations, customizations, and processes.
- Provide expert guidance and troubleshooting support for ServiceNow Discovery, Service Mapping, HAM, and SAM.
- Stay current with ServiceNow releases and new features, ensuring that relevant updates are applied to maintain system performance and usability.
- Maintain MID Servers, and update/add when needed.
Required Education, Experience, & Skills
- Bachelor's Degree and minimum of 8 years of experience
- Minimum 3+ years of experience in configuring and implementing ServiceNow Discovery to identify infrastructure components and services across complex environments (e.g., on-premise, cloud, hybrid).
-Excellent communication skills, both verbal and written, to interact with technical and non-technical stakeholders.
- Proven experience in building and managing Service Maps to model service relationships and dependencies between applications and infrastructure components.
- Hands-on experience in ServiceNow HAM implementation, including asset lifecycle management, hardware procurement, and automated tracking of hardware inventory.
- Expertise in ServiceNow SAM implementation, ensuring software compliance, tracking entitlements, managing software licenses, and optimizing software spend.
- Deep understanding of the ServiceNow platform and experience integrating Discovery, Service Mapping, HAM, and SAM with the CMDB and other modules like ITSM, ITOM, or ITAM.
- Experience configuring and deploying MID Servers to facilitate secure communication and data retrieval for ServiceNow Discovery across firewalls and network segments.
- Strong understanding of ITIL principles and their application to IT operations, asset management, and service management in the ServiceNow platform.
- Familiarity with SQL queries, XML, JSON, JavaScript, and Web Services (REST, SOAP) for troubleshooting, custom integrations, and scripting in ServiceNow.
- Experience with integrating ServiceNow with third-party tools and data sources using APIs, SCCM, web services, and connectors.
- Strong analytical and troubleshooting abilities to resolve issues in Discovery, Service Mapping, and Asset Management processes.
- Strong understanding of network and infrastructure components.
Preferred Education, Experience, & Skills
- Familiarity with ServiceNow Performance Analytics and reporting tools.
- Certification in ServiceNow System Administration, demonstrating a solid foundation in managing and configuring the platform.
- Additional certifications in ServiceNow ITOM, HAM, or SAM are a strong plus (e.g., ServiceNow Certified Implementation Specialist - ITOM).
- Familiarity with other ITOM modules such as Event Management, Orchestration, or Operational Intelligence.
- Experience with cloud environments (AWS, Azure, Google Cloud) and implementing ServiceNow Discovery and Service Mapping for cloud-based infrastructure.
- Strong understanding of network topologies, firewalls, security protocols, and how these impact Discovery and Service Mapping configurations.
- Deep knowledge of ITSM processes and how CMDB (Configuration Management Database) ties into asset and service management in ServiceNow.
- Proficiency in writing custom scripts (e.g., using JavaScript, Python) to automate ServiceNow workflows and improve discovery accuracy.
- Experience managing software vendors, contracts, and licenses within ServiceNow SAM, and ensuring software compliance across the organization.
- Hands-on experience optimizing ServiceNow performance, especially in Discovery and Service Mapping, by tuning MID Servers, reducing scan times, and improving overall efficiency.
- Experience deploying and managing ServiceNow Discovery and Service Mapping in large, distributed enterprise environments with thousands of assets.
- Excellent communication and collaboration skills to work effectively with stakeholders, technical teams, and business units across the organization.
- Experience leading a team or project involving Discovery, Service Mapping, HAM, or SAM implementations, including coordination between departments or with third-party vendors.
- Expertise in auditing and validating CMDB data, as well as creating reports and dashboards to track asset performance and service dependencies.
Pay Information
Full-Time Salary Range: $103590 - $176130
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.
About BAE Systems, Inc.
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts - defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team-making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.
Our Commitment to Diversity, Equity, and Inclusion:
At BAE Systems, we work hard every day to nurture an inclusive culture where employees are valued and feel like they belong. We are conscious of the need for all employees to see themselves reflected at every level of the company and know that in order to unlock the full potential of our workforce, everyone must feel confident being their best, most sincere self and be equipped to thrive. We provide impactful professional development experiences to our employees and invest in social impact partnerships to uplift communities and drive purposeful change. Here you will find significant opportunities to do meaningful work in an environment intentionally designed to be one where you will learn, grow and belong.