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 :

Nice to Have :

Education :

Skills Required

Servicenow, Cmdb, Itsm, ITOM, Apm