ServiceNow Business Analyst (ITSM/ITOM)

About the role

Rockwell Automation is hiring a ServiceNow (SNOW) ITSM and ITOM Business Analyst in Bogota. The role bridges partners and technical teams, designing, implementing and improving SNOW IT Service Management and IT Operations Management solutions. It covers requirements gathering, process analysis, solution design and ongoing support, with a focus on automation and continuous improvement.

Key responsibilities

• Gather, analyse and document requirements for SNOW ITSM and ITOM implementations and enhancements, translating them into functional specifications, user stories and process flows
• Design and improve ITSM and ITOM processes (Incident, Problem, Change, Request, Knowledge, Configuration Management)
• Identify opportunities for process improvement and automation within the SNOW platform
• Configure and customise SNOW modules, workflows and scripts, and develop SIT and UAT test plans
• Create documentation and train end-users and IT teams on SNOW functionalities
• Facilitate communication between partners, developers and IT teams, help plan SNOW projects and monitor application performance

Required profile

• Bachelor's degree in Information Technology, Computer Science, Business Administration or a related field
• Excellent English proficiency
• Preferred: 5 years as a Business Analyst, at least 2 focused on SNOW ITSM and ITOM
• Familiarity with ITIL processes and frameworks

Required skills

• Preferred: SNOW certifications (CSA, CIS) and knowledge of Flow Designer, Studio IDE, Update Sets
• Preferred: experience with Discovery, Event Management, CMDB, REST/SOAP APIs and IntegrationHub
• Preferred: Agile (Scrum, Kanban) and cloud-native infrastructure experience

What we offer

• Mindfulness programs with a premium Calm membership
• Paid volunteer time off after 6 months and a volunteer/donation matching program
• Employee Assistance Program and personalised wellbeing programs
• Digital course library for professional development
• Hybrid policy: onsite at least on Mondays, Tuesdays and Thursdays