Infoway Software

Hi, Hope you are all doing well, Role: ServiceNow Business Systems Analyst - ITOM / HAM / SAM Location: Houston, TX (Remote) Position Overview Seeking a highly skilled ServiceNow Business Systems Analyst with deep expertise in IT Operations Management (ITOM), Hardware Asset Management (HAM), and Software Asset Management (SAM) to support and enhance its enterprise ServiceNow platform. This role will bridge the gap between business needs and technical solutions, driving requirements, system design alignment, and process optimization across infrastructure and asset management functions. The ideal candidate combines strong business analysis capabilities with hands-on ServiceNow platform knowledge. Key Responsibilities Gather, analyze, and translate business requirements into functional and technical specifications Serve as the primary liaison between stakeholders, developers, architects, and IT operations teams Support implementation and optimization of: ITOM (Discovery, Service Mapping, Event Management) HAM (asset lifecycle, inventory, procurement, disposal) SAM (software licensing, compliance, optimization) Drive CMDB strategy, including data modeling, governance, and data quality initiatives Create and manage user stories, workflows, and acceptance criteria Lead requirements workshops, stakeholder meetings, and solution design discussions Analyze current-state processes and recommend scalable, future-state improvements Support testing efforts, including UAT planning, test case creation, and validation Ensure solutions align with ServiceNow best practices and platform capabilities Develop and maintain documentation (BRDs, process flows, SOPs) Partner with reporting teams to define dashboards and KPIs for IT operations and asset management Required Qualifications 5+ years of experience as a Business Systems Analyst in IT or ServiceNow environments Hands-on experience with ServiceNow platform, specifically: ITOM (Discovery, CMDB, Service Mapping) HAM and/or SAM Strong understanding of: IT infrastructure and operations Asset lifecycle management Software licensing and compliance Experience translating requirements into technical solutions and system configurations Proficiency in Agile methodologies (user stories, sprint ceremonies) Strong analytical, problem-solving, and communication skills Preferred Qualifications ServiceNow certifications: Certified System Administrator (CSA) CIS - ITOM, HAM, or SAM Experience in healthcare environments Familiarity with ITIL framework Experience with integrations (SCCM, cloud platforms, procurement systems,etc.) Experience with reporting and analytics tools Ideal Candidate Profile Strong hybrid of functional analyst + technical platform knowledge Detail-oriented with a focus on data quality and process improvement Confident communicator who can influence both business and technical stakeholders Proactive and solutions-driven