ITOM & CSDM Program Manager (9-12 Years Experience)

Role Overview

We are seeking an experienced Business Analyst with expertise in IT Operations Management (ITOM) and Common Service Data Model (CSDM) to drive digital transformation initiatives, optimize IT operations, and enable robust service modeling. The ideal candidate will act as a bridge between business stakeholders and technical teams, ensuring effective implementation of ITOM capabilities aligned with CSDM standards.

Key Responsibilities

Business Analysis & Stakeholder Management

• Engage with business stakeholders, IT teams, and leadership to gather, analyze, and document requirements.
• Translate business needs into functional and technical requirements, ensuring clarity for development teams.
• Facilitate workshops, requirement sessions, and process discussions.
• Act as a trusted advisor on ITOM and ServiceNow best practices.

ITOM (IT Operations Management)

• Drive implementation and enhancement of ITOM modules such as:
  • Discovery
  • Service Mapping
  • Event Management
  • Cloud Management / Orchestration
• Define and document CMDB data requirements and relationships.
• Ensure accurate infrastructure and service visibility through ITOM solutions.
• Work closely with technical teams to improve automation, monitoring, and event correlation.

CSDM (Common Service Data Model)

• Lead or support CSDM adoption and maturity initiatives.
• Define and maintain service models, application services, and business services.
• Align CMDB structure with CSDM standards and governance practices.
• Ensure data consistency, data quality, and lifecycle management within CMDB.
• Collaborate with architecture teams on service taxonomy and modeling frameworks.

Process Optimization

• Analyze existing ITSM/ITOM processes and recommend improvements.
• Align processes with ITIL best practices.
• Identify automation opportunities to improve operational efficiency.

Documentation & Deliverables

• Create and maintain:
  • Business Requirement Documents (BRDs)
  • Functional Specifications
  • User Stories & Acceptance Criteria
  • Process Flow Diagrams
  • Data Models & Service Maps
• Support UAT planning and execution, including test cases and validation.

Governance & Compliance

• Ensure adherence to organizational data governance and CMDB policies.
• Support audits and compliance requirements related to IT operations and data management.
• Define KPIs and metrics for ITOM and CSDM effectiveness.

Required Skills & Experience

Experience

• 9-12 years of experience as a Business Analyst in IT/Service Management environments.
• 4+ years of hands-on experience with ServiceNow ITOM and CMDB.
• Proven experience in CSDM framework implementation or alignment.

Technical Skills

• Strong understanding of:
  • ITOM modules (Discovery, Service Mapping, Event Management)
  • CMDB architecture and data modeling
  • CSDM lifecycle and domains
• Familiarity with:
  • Cloud infrastructure (AWS/Azure/GCP)
  • Monitoring and event tools (e.g., Splunk, Dynatrace)
• Working knowledge of APIs, integrations, and data flows.

Functional Skills

• Strong knowledge of ITIL processes (Incident, Problem, Change, Asset, Configuration).
• Expertise in process modeling tools (Visio, Lucidchart, etc.).
• Ability to interpret technical architectures into business-friendly insights.

Soft Skills

• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Ability to work in cross-functional and global teams.
• Leadership and mentoring abilities