Hiring office located in Delhi / NCR

We are seeking a seasoned ServiceNow CSDM Business Analyst with extensive expertise in ITSM/ITOM processes, data modeling, and CMDB governance. The ideal candidate will act as a Subject Matter Expert (SME) on CSDM, collaborating with stakeholders to design, implement, and govern enterprise-wide ServiceNow solutions.

Key Responsibilities:

Serve as the SME for ServiceNow CSDM and CMDB initiatives.
Collaborate with business and IT stakeholders to understand requirements and translate them into CSDM-aligned data structures.
Drive the implementation of CSDM 4.0 or later across ServiceNow modules including ITSM, ITOM, APM, SAM, etc.
Identify gaps in the current CMDB structure and lead remediation initiatives.
Define, enforce, and maintain CMDB governance policies and data quality metrics.
Facilitate workshops and working sessions to align IT services with business capabilities.
Maintain documentation including data dictionaries, process flows, and mapping documents.
Support audits and compliance by ensuring adherence to CSDM standards.
Collaborate with technical teams (developers, architects) to ensure solutions meet business needs.
Generate dashboards and reports to track KPIs related to CMDB health and CSDM maturity.

Required Skills & Qualifications:

8+ years in ITSM/ITOM roles, with at least 6 years focused on ServiceNow CSDM and CMDB.
Proven experience with ServiceNow platform modules: CMDB, Discovery, ITSM, ITOM, APM, SAM.
Strong understanding of CSDM (versions 3.0 / 4.0), service mapping, and data modeling.
Experience in creating data governance frameworks, policies, and compliance standards.
Excellent analytical, documentation, and communication skills.
Ability to engage effectively with both technical and non-technical stakeholders.
Experience using ServiceNow Reporting and Performance Analytics is a plus.
ServiceNow Certified System Administrator (CSA) or CSDM certification preferred.

Nice to Have:

Familiarity with cloud infrastructure (AWS, Azure, GCP) and CMDB integration.
Experience with Agile/Scrum methodology.
Previous involvement in ServiceNow implementation or upgrade projects.

Education:

Bachelor's Degree in Computer Science, Information Systems, or related field.
Relevant certifications (e.g., ServiceNow CSA, ITIL v4, CSDM training) preferred.

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