ServiceNow (CMDB/CSDM)

Job Summary:

We are looking for a detail-oriented and strategic Business Analyst with expertise in ServiceNow, specifically in CMDB (Configuration Management Database) and CSDM (Common Service Data Model). The candidate will play a key role in bridging business needs with technical capabilities, ensuring accurate service modeling and data governance within the ServiceNow platform.

Key Responsibilities:

• Collaborate with stakeholders to gather and analyze business requirements related to CMDB and CSDM.
• Translate business needs into functional specifications and workflows within ServiceNow.
• Support the design and implementation of CMDB structures aligned with CSDM best practices.
• Facilitate workshops and meetings to define service offerings, business applications, and technical services.
• Ensure CMDB data quality, completeness, and compliance with governance standards.
• Work with ITSM, ITOM, and platform teams to ensure seamless integration and alignment of service models.
• Develop reports and dashboards to monitor CMDB health and service model performance.
• Provide training and documentation to users and stakeholders on CMDB/CSDM

• 6+ years of experience as a Business Analyst in ServiceNow environments.
• Strong understanding of CMDB, CSDM, and ITIL frameworks.
• Experience in requirements gathering, process mapping, and stakeholder engagement.
• Familiarity with ServiceNow modules such as Discovery, Service Mapping, and Application Portfolio Management (APM).
• Excellent communication, documentation, articulation and analytical skills.
• ServiceNow Certified System Administrator (CSA) or Business Analyst certification preferred.

referred Qualifications:

• Experience with Agile/Scrum methodologies.
• Knowledge of data governance and configuration management principles.
• Exposure to cloud platforms (AWS, Azure, GCP) and their integration with ServiceNow.

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.