Business Analyst - Indore - confidential

    confidential
    confidential Indore

    2 days ago

    Full time Healthcare
    Description

    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.

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