ServiceNow Business Analyst

SERVICENOW BUSINESS ANALYST Role Overview The ServiceNow Business Analyst will play a critical role in driving CMDB, ITSM, and ITOM initiatives by bridging business requirements with technical solutions. The role requires strong expertise in CMDB data modeling, ITSM process alignment, and ITOM capabilities (Discovery, Service Mapping) to ensure accurate service visibility, operational efficiency, and data-driven decision-making across the enterprise. Key Responsibilities 1. Business Analysis Requirement Management - Lead workshops to capture requirements across CMDB, ITSM (Incident, Problem, Change, Request), and ITOM - Translate business needs into: o Functional specifications o User stories acceptance criteria o Process flows (As-Is / To-Be) - Ensure alignment of requirements with ITIL v4 best practices 2. CMDB CSDM Alignment - Define and document: o CI classes, attributes, and relationships o Service models aligned with CSDM (Common Service Data Model) - Collaborate with SMEs/Architects on: o Data model design o Service mapping requirements - Define CI lifecycle management (Onboarding, Updates, Retirement) - Ensure proper linkage between: o Business Services, Technical Services, and Applications 3. ITSM Process Integration - Align CMDB with ITSM processes: o Incident Impact analysis via CI relationships o Change Risk assessment using CMDB data o Problem Root cause analysis using CI dependencies - Identify and eliminate process gaps across ITSM workflows - Define process KPIs reporting metrics (SLA, MTTR, change success rate) 4. ITOM Enablement - Gather requirements for: o Discovery (on-prem cloud) o Service Mapping o Event Management integration (optional) - Work with technical teams to: o Define discovery schedules and scope o Validate CI population and relationships - Ensure CMDB supports operational visibility and monitoring needs 5. Data Governance Quality Management - Define and enforce: o Data ownership (RACI) o Data quality rules thresholds - Create governance artifacts: o CMDB policies o Audit frameworks o Certification workflows - Establish dashboards for: o Data completeness o Data accuracy o CI duplication orphan records 6. Stakeholder Delivery Management - Act as the primary liaison between: o Business stakeholders o ServiceNow technical teams - Support: o UAT planning execution o Demos and stakeholder sign-offs - Drive adoption through training and documentation Required Skills Experience - 5-8 years of ServiceNow experience with strong exposure to: o CMDB CSDM o ITSM processes (Incident, Problem, Change, Request) o ITOM (Discovery, Service Mapping - functional knowledge) - Strong understanding of: o CI relationships and service mapping concepts o ITIL v4 framework - Experience in: o Requirement gathering documentation (BRD, FSD, user stories) o Data governance reporting - Excellent stakeholder management and communication skills Good to Have - Exposure to: o Cloud environments (Azure, AWS) in CMDB context o Event Management / AIOps - Experience in Performance Analytics dashboards - ServiceNow Certifications: o CSA (Certified System Administrator) o CIS-ITSM (preferred)

Required Skills Experience - 5-8 years of ServiceNow experience with strong exposure to: o CMDB CSDM o ITSM processes (Incident, Problem, Change, Request) o ITOM (Discovery, Service Mapping - functional knowledge) - Strong understanding of: o CI relationships and service mapping concepts o ITIL v4 framework - Experience in: o Requirement gathering documentation (BRD, FSD, user stories) o Data governance reporting - Excellent stakeholder management and communication skills

Key Responsibilities 1. Business Analysis Requirement Management - Lead workshops to capture requirements across CMDB, ITSM (Incident, Problem, Change, Request), and ITOM - Translate business needs into: o Functional specifications o User stories acceptance criteria o Process flows (As-Is / To-Be) - Ensure alignment of requirements with ITIL v4 best practices 2. CMDB CSDM Alignment - Define and document: o CI classes, attributes, and relationships o Service models aligned with CSDM (Common Service Data Model) - Collaborate with SMEs/Architects on: o Data model design o Service mapping requirements - Define CI lifecycle management (Onboarding, Updates, Retirement) - Ensure proper linkage between: o Business Services, Technical Services, and Applications 3. ITSM Process Integration - Align CMDB with ITSM processes: o Incident Impact analysis via CI relationships o Change Risk assessment using CMDB data o Problem Root cause analysis using CI dependencies - Identify and eliminate process gaps across ITSM workflows - Define process KPIs reporting metrics (SLA, MTTR, change success rate) 4. ITOM Enablement - Gather requirements for: o Discovery (on-prem cloud) o Service Mapping o Event Management integration (optional) - Work with technical teams to: o Define discovery schedules and scope o Validate CI population and relationships - Ensure CMDB supports operational visibility and monitoring needs 5. Data Governance Quality Management - Define and enforce: o Data ownership (RACI) o Data quality rules thresholds - Create governance artifacts: o CMDB policies o Audit frameworks o Certification workflows - Establish dashboards for: o Data completeness o Data accuracy o CI duplication orphan records 6. Stakeholder Delivery Management - Act as the primary liaison between: o Business stakeholders o ServiceNow technical teams - Support: o UAT planning execution o Demos and stakeholder sign-offs - Drive adoption through training and documentation

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