Business Analyst ServiceNow

Overview

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!

Role Overview

The ServiceNOW (SNOW) ITSM and ITOM Developer is responsible for designing, developing, configuring, and maintaining solutions on the SNOW platform, with a focus on IT Service Management (ITSM) and IT Operations Management (ITOM) modules. This role supports automation, process optimization, and integration of IT workflows to enhance service delivery, operational efficiency, and reliability.

Key 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.
  
  

• 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.
  
  

• Experience with cloud-native infrastructure and cloud discovery tools.
• Knowledge of SNOW Agent Client Collector (ACC) and advanced CMDB features.
• Experience in agile methodologies (Scrum, Kanban).
• Strong analytical, problem-solving, and communication skills.
  
  

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.