Business Analyst - ServiceNow CSDM

• 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 knowledge of the Common Service Data Model (CSDM), ServiceNow platform, and best practices in configuration management.
• You will collaborate with cross-functional teams to define and implement data models and governance 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 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.

Nice To Have :

• Familiarity with cloud infrastructure (AWS, Azure, GCP) and how they integrate into CMDB.

• Agile/Scrum methodology experience.

- Previous experience in ServiceNow implementation projects or upgrades.

Education :

• Bachelors Degree in Computer Science, Information Systems, or related field.

- Relevant certifications preferred (e.g., ServiceNow CSA, ITIL v4, CSDM training).

Skills: servicenow,csdm,cmdb.