Business Analyst (CMDB / Service Management)

NTT DATA is a trusted global innovator of business and technology services, and they are seeking an experienced ServiceNow Business Analyst with a focus on CMDB and Service Management in the healthcare domain. The role involves driving data quality, governance, and stakeholder engagement to support IT operations and service management initiatives.

Responsibilities:

• Act as the primary CMDB/Configuration Management SME for assigned applications and services
• Understand and communicate the business value and importance of maintaining accurate Configuration Item (CI) data
• Conduct data collection and discovery sessions with application owners to gather and validate CMDB information
• Guide application owners on the correct process for updating CMDB records and ensure adherence to organizational standards
• Drive CMDB data certification activities by coordinating with application owners and following up to ensure timely completion
• Provide operational support by updating CMDB fields on behalf of application owners when required and saving validated records
• Assist teams in maintaining relationships between Applications, Servers, Business Services, and other Configuration Items
• Identify data quality issues and collaborate with stakeholders to resolve inconsistencies
• Escalate application-to-server or business service mapping issues to the Corporate IT/CMDB governance team as appropriate
• Monitor CMDB data completeness, accuracy, and compliance with organizational governance policies
• Collaborate with Service Management, Infrastructure, Application Support, and Healthcare business teams to improve CMDB data quality
• Prepare reports, dashboards, and status updates for stakeholders regarding certification progress and data quality metrics
• Support continuous improvement initiatives related to ITSM, CMDB governance, and service mapping

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Healthcare Informatics, or a related discipline
• 8+ years of Business Analysis experience, with significant experience in the Healthcare domain
• 5+ years of strong understanding of IT Service Management (ITSM) principles and Configuration Management processes
• 3 to 5 years of experience working with CMDB concepts, Configuration Items (CI), Service Mapping, and Data Governance
• Experience facilitating workshops, stakeholder meetings, and requirement gathering sessions
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Experience coordinating cross-functional teams and driving task completion
• Ability to manage multiple priorities and work independently
• 5+ years of experience with ServiceNow CMDB or similar ITSM platforms
• Knowledge of ITIL framework and Configuration Management best practices
• Familiarity with healthcare applications, clinical systems, and healthcare IT environments
• Experience with CMDB audits, certification campaigns, and data quality initiatives
• Understanding of application-to-infrastructure relationships and service dependencies
• ITIL Foundation certification is preferred
• Experience working in regulated healthcare environments is an advantage