Key Responsibilities:

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

Required Skills & Qualifications:

Minimum 8 years of experience in ITSM/ITOM roles, with at least 6+ years focused on ServiceNow CSDM and CMDB.
Proven experience with ServiceNow platform, including CMDB, Discovery, APM, SAM, ITSM, and ITOM modules.
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 with both technical and non-technical stakeholders.
Experience with ServiceNow Reporting and Performance Analytics (preferred).
ServiceNow Certified System Administrator (CSA) or CSDM-certified preferred.

Nice to Have:

Familiarity with cloud infrastructure (AWS, Azure, GCP) and integration into CMDB.
Experience with Agile/Scrum methodologies.
Prior experience in ServiceNow implementation projects or upgrades.

Education:

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

Business Analyst