Role Overview:The Business Analyst will be 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.
Key Responsibilities:- Gather business and technical requirements for CMDB solutions.
- Analyze existing CMDB and CSDM processes to identify areas for improvement.
- Document use cases and support the design and implementation of ServiceNow CMDB solutions.
- Facilitate workshops and manage stakeholders to gather requirements.
- Perform process mapping and documentation for IT processes.
- Conduct data analysis and reporting related to CMDB health.
- Create user stories and acceptance criteria for ServiceNow enhancements.
- Work with stakeholders to understand, document, and prioritize requirements for process and ServiceNow enhancements.
- Create, manage, and prioritize enhancement development stories with business requirements, acceptance criteria, and Requirements Traceability Matrices (RTM).
- Collaborate with stakeholders to complete User Acceptance Testing (UAT), deployment, and production verification.
- Define and document governance processes and procedures, ensuring adherence.
- Create CI Data Health reports and work with CI Data Owners to identify and resolve CI data gaps to maintain accuracy.
- Define, document, and implement CI Data audits with CI Data Owners.
Required Skills:- Strong understanding of ServiceNow CMDB and CSDM.
- Proficiency in requirements gathering and business process analysis.
- Experience with workshop facilitation and stakeholder management.
- Skills in process mapping and documentation.
- Knowledge of ITIL Foundation.
- Competence in data analysis and reporting.
- Ability to create user stories and acceptance criteria.
- Excellent communication and presentation skills.
Qualifications:- 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.
- At least 3 years of hands-on ServiceNow related process experience in complex, multi-system environments, specifically with ServiceNow CMDB and how it supports other ITSM processes (e.g., Incident, Problem, Change, and Asset Management).
