Servicenow Business Analyst

Lead Business Analyst (CSDM/CMDB)

Leads requirement gathering, stakeholder engagement, process design, and CSDM/CMDB strategy initiatives while ensuring alignment between business objectives and ServiceNow platform capabilities.

• Deep expertise in CSDM and CMDB governance
• Business process transformation
• Strong communication skills and track record of partnership across organizations
• Track record of managing multiple priorities and competing demands
• Enterprise stakeholder management
• Requirements prioritization and solution design
• ITIL framework knowledge
• Risk and dependency management
• Leadership and mentoring
• Executive-level communication and reporting

Qualifications

• Bachelor’s degree in computer science, engineering, information systems, or a related technical field; master’s degree preferred
• 8+ years of experience delivering enterprise IT or software solutions, including at least 5 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.)
• Elicit and support development of business requirements, process design and work instructions for hardware and software assets
• Experience in documenting information related to IT Asset Management standards and stored on SharePoint sites and as articles on the company’s ServiceNow knowledge base
• Capabilities, configurations, and best practices related to IT Asset Management within ServiceNow
• 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