Job Description – Senior Business Systems Analyst (ServiceNow SAM Pro & ITSM)
Position: Senior Business Systems Analyst
Platform: ServiceNow – Software Asset Management Professional (SAM Pro) & ITSM
Experience: 5+ Years
Location: Flexible / Hybrid
Role Summary
We are seeking a highly skilled
Senior Business Systems Analyst with strong expertise in
ServiceNow SAM Pro and ITSM to lead business analysis, process design, and solution delivery initiatives. The role will partner closely with stakeholders across IT, Procurement, Asset Management, and Operations teams to define requirements, optimize software asset lifecycle processes, and enhance ITSM capabilities on the ServiceNow platform.
Key Responsibilities
- Lead discovery workshops and gather business / functional requirements across Software Asset Management and ITSM domains.
- Translate business requirements into detailed user stories, BRDs, process flows, and functional specifications.
- Software normalization
- License reconciliation & compliance management
- SaaS license management
- Publisher packs
- Entitlement / contract management
- Software request & fulfillment workflows
- Incident Management
- Problem Management
- Change Management
- Request Management / Service Catalog
- Knowledge Management
- CMDB alignment & service mapping coordination
- Collaborate with architects / developers on integrations with procurement, discovery, SCCM, Intune, Flexera, Azure/AWS, and ERP systems.
- Lead UAT planning, testing coordination, defect triage, and stakeholder sign-off.
- Provide business process consulting and recommend automation / optimization opportunities.
- Drive governance, reporting, KPI dashboards, and adoption best practices.
- Mentor junior analysts and serve as a functional SME for SAM & ITSM initiatives.
Required Qualifications
- 5+ years of Business Systems Analysis / Functional Consulting experience.
- 4+ years hands-on experience with ServiceNow platform.
- Strong expertise in SAM Pro implementation / optimization.
- Deep understanding of ITIL / ITSM processes.
- Experience with software licensing models (Microsoft, Oracle, Adobe, IBM, etc.).
- Strong experience with stakeholder management and executive communication.
- Agile / Scrum delivery experience.
- Excellent documentation and workshop facilitation skills.
Preferred Qualifications
- ServiceNow SAM Pro Certification
- ServiceNow CSA / CIS-ITSM certification
- Exposure to HAM Pro / Discovery / CMDB / ITOM is a plus
- Experience in large enterprise transformation programs
Key Traits
Ownership mindset | Strong analytical ability | Process oriented | Executive presence | Collaborative leadership
