Business Analyst

Key Responsibilities:

• Act as the SME for ServiceNow CSDM and CMDB initiatives.
• Collaborate with stakeholders to understand business requirements and translate them into CSDM-aligned data structures.
• Drive implementation of CSDM 4.0 (or later) across ServiceNow modules, including ITSM, ITOM, APM, SAM.
• Develop and maintain documentation, including data dictionaries, process flows, and mapping documents.
• Identify gaps in existing CMDB structure and lead remediation initiatives.
• Define and enforce CMDB governance policies and data quality metrics.
• Facilitate workshops and working sessions with stakeholders to align IT services with business capabilities.
• Support audits and compliance by ensuring adherence to CSDM standards.
• Work closely with technical teams (ServiceNow developers, architects) to ensure solutions meet business needs.
• Generate reports and dashboards for KPIs related to CMDB health and CSDM maturity.

Required Skills & Qualifications:

• Minimum 8 years of experience in ITSM/ITOM roles, with at least 6+ years focused on ServiceNow CSDM and CMDB.
• Proven experience with ServiceNow platform, including CMDB, Discovery, APM, SAM, ITSM, and ITOM modules.
• Strong understanding of CSDM versions 3.0 / 4.0, service mapping, and data modeling.
• Experience in creating data governance frameworks, policies, and compliance standards.
• Excellent analytical, documentation, and communication skills.
• Ability to engage with both technical and non-technical stakeholders.
• Experience with ServiceNow Reporting and Performance Analytics (preferred).
• ServiceNow Certified System Administrator (CSA) or CSDM-certified preferred.

Nice to Have:

• Familiarity with cloud infrastructure (AWS, Azure, GCP) and integration into CMDB.
• Experience with Agile/Scrum methodologies.
• Prior experience in ServiceNow implementation projects or upgrades.

Education:

• Bachelor's Degree in Computer Science, Information Systems, or related field.
• Relevant certifications preferred (e.g., ServiceNow CSA, ITIL v4, CSDM training).