NewRocket

Business Analyst

• Act as the primary ITOM-focused Business Analyst, engaging stakeholders across infrastructure, applications, and operations to define requirements for ServiceNow ITOM initiatives
• Lead requirement-gathering workshops for Discovery, Event Management, Service Mapping, CMDB, and CSDM use cases
• Translate business needs into functional specifications, process flows, and user stories tailored for ITOM implementations
• Drive discussions around CI classes, relationships, identification, reconciliation, and CMDB governance
• Partner with technical teams to validate discovery schedules, probes, sensors, patterns, and event rules/correlation strategies
• Ensure ITOM processes are aligned with the Common Service Data Model (CSDM)
• Collaborate with developers and architects to ensure delivered solutions meet agreed requirements and business outcomes
• Define test cases and support UAT to validate ITOM configurations and integrations
• Provide ongoing reporting and insights into CMDB health, discovery coverage, and event noise reduction

Business Analyst, ITOM

Operations

• Actively engage in strategic proposals and SOWs to support the needs of the business
• Review open cases, finalize SOWs, and handle escalations
• Collaborate with analysts, Sales and Pre-sales to establish priorities based on forecasts
• Stay up to date on standard language, processes, financial objectives, and terms
• Develop SOWs and corresponding documents including project background, objectives/outcomes/deliverables, implementation methods, timelines, and staffing
• Manage and prioritize activities and process workflow for proposals
• Coordinate with SMEs, Delivery, Sales Management, Product, Legal, and Deal Governance to document solution standards for contracting
• Spot and communicate risks in proposals and contracts
• Coordinate approvals with Sales, Finance and Legal for pricing and non-standard language
• Manage deadlines and target dates for information gathering, writing, review, and approval; enter and monitor tracking data
• Help maintain Data integrity in Salesforce

Deal Desk Analyst, Sales Operations

Sales

• Build and strengthen trusted relationships with C-suite leaders and ServiceNow executives.
• Lead, mentor, and grow a world-class Sales team that delivers results with impact.
• Drive strategy, collaboration, and alignment between Sales, Solution Architects, and Services teams.
• Act as executive sponsor on engagements, ensuring flawless delivery and #RavingFans at every step.
• Shape forecasts, pipeline, and budgets while keeping your finger on the pulse of growth.
• Be the go-to expert on ServiceNow solutions—guiding, educating, and energizing the team and clients alike.

Business Analyst, ITOM

Deal Desk Analyst, Sales Operations

Sales Leader