ServiceNow CMDB Business Analyst

Role Descriptions:

Responsible for gathering business and technical requirements, analyzing current CMDB and CSDM processes, documenting use cases, and supporting the design and implementation of CMDB solutions aligned with ServiceNow best practices.

Required Skills:

• Strong understanding of ServiceNow CMDB and CSDM
• Requirements gathering and business process analysis
• Workshop facilitation and stakeholder management
• Process mapping and documentation
• ITIL Foundation knowledge
• Data analysis and reporting
• User story and acceptance criteria creation
• Excellent communication and presentation skills

Experience:

• Bachelor’s degree in computer science, engineering, information systems, or a related technical field; master’s degree preferred.
• 5+ years of experience delivering enterprise IT or software solutions, including at least 3 years of hands-on ServiceNow related process in complex, multi-system environments, ServiceNow CMDB and how it supports other ITSM processes (e.g.: Incident, Problem, Change, and Asset Mgt.)
• Experience working with stakeholders to understand, document, and prioritize requirements for process and ServiceNow enhancements
• Experience creating, managing, and prioritizing enhancement development stories with business requirements, acceptance criteria, and Requirements Traceability Matrices (RTM) and working with stakeholders to complete User Acceptance Testing (UAT), deployment and production verification.
• Experience defining and documenting governance processes and procedures and ensuring that the processes are followed
• Experience creating CI Data Health reports and working with CI Data Owners to identify and resolve CI data gaps to maintain CI data accuracy
• Experience working with CI Data Owners to define, document, and implement CI Data audits