Business Analyst - ServiceNow CSDM

We are seeking a seasoned ServiceNow CSDM Business Analyst with extensive expertise in ITSM/ITOM processes, data modeling, and CMDB governance. The ideal candidate will act as a Subject Matter Expert (SME) on CSDM, collaborating with stakeholders to design, implement, and govern enterprise-wide ServiceNow solutions.

Key Responsibilities:

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

Required Skills & Qualifications:

• 8+ years in ITSM/ITOM roles, with at least 6 years focused on ServiceNow CSDM and CMDB.
• Proven experience with ServiceNow platform modules: CMDB, Discovery, ITSM, ITOM, APM, SAM.
• 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 effectively with both technical and non-technical stakeholders.
• Experience using ServiceNow Reporting and Performance Analytics is a plus.
• ServiceNow Certified System Administrator (CSA) or CSDM certification preferred.

Nice to Have:

• Familiarity with cloud infrastructure (AWS, Azure, GCP) and CMDB integration.
• Experience with Agile/Scrum methodology.
• Previous involvement in ServiceNow implementation or upgrade projects.

Education:

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