Business Analyst (CMDB / Service Management)

Business Analyst (CMDB / Service Management)

We are seeking an experienced ServiceNow Business Analyst with 8+ years of experience in the healthcare domain to support CMDB (Configuration Management Database) and Service Management initiatives. The ideal candidate will possess strong business analysis skills, a solid understanding of IT Service Management (ITSM) processes, and hands-on experience working with CMDB data governance, configuration item (CI) management, and stakeholder coordination.

This role is focused on driving data quality, governance, and stakeholder engagement rather than application development. The successful candidate will work closely with application owners, infrastructure teams, and Corporate IT to ensure accurate and complete configuration data that supports IT operations and service management.

Key Responsibilities

• Act as the primary CMDB/Configuration Management SME for assigned applications and services.
• Understand and communicate the business value and importance of maintaining accurate Configuration Item (CI) data.
• Conduct data collection and discovery sessions with application owners to gather and validate CMDB information.
• Guide application owners on the correct process for updating CMDB records and ensure adherence to organizational standards.
• Drive CMDB data certification activities by coordinating with application owners and following up to ensure timely completion.
• Provide operational support by updating CMDB fields on behalf of application owners when required and saving validated records.
• Assist teams in maintaining relationships between Applications, Servers, Business Services, and other Configuration Items.
• Identify data quality issues and collaborate with stakeholders to resolve inconsistencies.
• Escalate application-to-server or business service mapping issues to the Corporate IT/CMDB governance team as appropriate.
• Monitor CMDB data completeness, accuracy, and compliance with organizational governance policies.
• Collaborate with Service Management, Infrastructure, Application Support, and Healthcare business teams to improve CMDB data quality.
• Prepare reports, dashboards, and status updates for stakeholders regarding certification progress and data quality metrics.
• Support continuous improvement initiatives related to ITSM, CMDB governance, and service mapping.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Healthcare Informatics, or a related discipline.
• 8+ years of Business Analysis experience, with significant experience in the Healthcare domain.
• 5+ years of strong understanding of IT Service Management (ITSM) principles and Configuration Management processes.
• 3 to 5 years of experience working with CMDB concepts, Configuration Items (CI), Service Mapping, and Data Governance.
• Experience facilitating workshops, stakeholder meetings, and requirement gathering sessions.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience coordinating cross-functional teams and driving task completion.
• Ability to manage multiple priorities and work independently.

Preferred Skills

• 5+ years of experience with ServiceNow CMDB or similar ITSM platforms.
• Knowledge of ITIL framework and Configuration Management best practices.
• Familiarity with healthcare applications, clinical systems, and healthcare IT environments.
• Experience with CMDB audits, certification campaigns, and data quality initiatives.
• Understanding of application-to-infrastructure relationships and service dependencies.
• ITIL Foundation certification is preferred.
• Experience working in regulated healthcare environments is an advantage.
• Key Competencies
• Business Analysis
• CMDB & Configuration Management
• IT Service Management (ITSM)
• Stakeholder Management
• Data Governance
• Service Mapping
• Healthcare Domain Knowledge
• Requirements Gathering
• Communication & Facilitation
• Problem Solving
• Process Improvement
• Cross-functional Collaboration

Nice to Have

• ServiceNow Administrator or CMDB experience.
• ITIL Foundation Certification.
• Experience supporting enterprise CMDB governance programs.
• Exposure to healthcare compliance standards such as HIPAA, FDA, or other healthcare regulations.
• This role is ideal for a senior Business Analyst who can bridge business and IT teams, ensure high-quality CMDB data, and drive Configuration Management governance across a healthcare organization without requiring software development expertise

About NTT DATA: NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is [$45.10 to $55.70]. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position is eligible for company benefits including participation in medical, dental, and vision insurance, flexible spending or health savings account, and AD&D insurance, employee assistance, participation in a 401k program, and additional voluntary or legally-required benefits.