ServiceNow Business Analyst – ITSM & CSDM

Philadelphia, PA - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: ServiceNow Business Analyst ITSM & CSDM

Location: Philadelphia PA - Hybrid

Skill- BA (ServiceNow Program management)

Role Overview

We are seeking a Business Analyst with strong expertise in ServiceNow Customer Experience and Common Service Data Model (CSDM) to analyze business requirements design solutions and ensure alignment with ServiceNow best practices. This role focuses on improving customer experience through structured data models and optimized workflows.

Key Responsibilities

Requirement Gathering & Analysis
Collaborate with stakeholders to understand customer experience goals and CSDM requirements.
Document functional requirements user stories and acceptance criteria.
Analyze existing processes and recommend improvements aligned with ServiceNow and ITIL standards.

Solution Design Support

Work with ServiceNow architects and developers to translate business needs into technical specifications.
Validate CSDM implementation for service mapping and data integrity.
Customer Experience Optimization
Define workflows and processes that enhance user experience across ServiceNow modules.
Ensure seamless integration of customer-facing portals and self-service capabilities.

Testing & Validation

Support UAT and validate configurations against business requirements.
Ensure quality and compliance with organizational standards.
Stakeholder Communication
Act as a liaison between business teams and technical teams
Provide regular updates on progress risks and dependencies.

Required Skills & Experience

6 10 years in ITSM/ITIL processes with 4 years as a BA on ServiceNow projects.
Hands-on exposure to Customer Experience workflows and CSDM framework.
Technical Knowledge:
Familiarity with ServiceNow ITSM ITOM and CSDM data structures.
Understanding of CMDB and service mapping principles.
Process Knowledge:
Strong grasp of ITIL framework and customer experience best practices.

Preferred Qualifications

ServiceNow certifications:
CSA (Certified System Administrator) or ITSM fundamentals.
CSDM Foundation certification preferred.
ITIL Foundation certification.
Experience in Agile methodology and tools (JIRA Azure DevOps).
Excellent communication documentation and stakeholder management skills.

Job Title: ServiceNow Business Analyst ITSM & CSDM Location: Philadelphia PA - Hybrid Skill- BA (ServiceNow Program management) Role Overview We are seeking a Business Analyst with strong expertise in ServiceNow Customer Experience and Common Service Data Model (CSDM) to analyze business require...