Business Analyst

We are seeking a seasoned ServiceNow CSDM Business Analyst with 8+ years of experience in ITSM/ITOM processes, data modeling, and CMDB governance. The ideal candidate will have deep expertise in the Common Service Data Model (CSDM), the ServiceNow platform, and best practices in configuration management. You will collaborate with cross-functional teams to define and implement data models and governance frameworks for enterprise-wide ServiceNow solutions.

Key Responsibilities:

• Act as the SME for ServiceNow CSDM and CMDB initiatives.
• Collaborate with stakeholders to understand business needs and translate them into CSDM-aligned data structures.
• Drive implementation of CSDM 4.0 or later across ServiceNow modules (ITSM, ITOM, APM, SAM, etc.).
• 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 CSDM standards are met and maintained.
• Work closely with technical teams (ServiceNow developers, architects) to ensure solutions align with 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 the ServiceNow platform, especially in modules such as CMDB, Discovery, APM, SAM, ITSM, and ITOM.
• Strong understanding of CSDM versions 3.0 / 4.0, service mapping, and data modeling.
• Experience 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 using ServiceNow Reporting and Performance Analytics is a plus.
• ServiceNow Certified System Administrator (CSA) or CSDM-certified preferred.