Servicenow Analyst

JOB DESCRIPTION

ServiceNow Analyst / Business Systems Analyst (BSA)

Location

Chennai, India

Employment Type

Full-time

Experience Level

47 years

About the Role

Incedo is hiring a ServiceNow Analyst / Business Systems Analyst (BSA) to join the delivery team for a CMDB Data Quality Modernization program at a leading global financial market infrastructure client. This role sits at the intersection of business analysis and ServiceNow platform knowledge — you will translate business and regulatory requirements around CMDB data quality, ownership governance, and attestation workflows into clear specifications the delivery team can build against, while also being hands-on enough with ServiceNow to validate that what gets built actually solves the problem.

You will work closely with Solution Architects, ServiceNow developers, AI/ML engineers, and client-side stakeholders (CMDB owners, ServiceNow administrators, compliance and audit contacts) across a program that is modernizing how a 1,000+ application CMDB is verified, attested, and kept trustworthy.

Key Responsibilities

• Elicit, document, and validate business and functional requirements for CMDB data quality, ownership governance, and reconciliation workflows across client business, ServiceNow, and architecture stakeholders.
• Translate requirements into user stories, functional specifications, process flows, and acceptance criteria for the delivery team (ServiceNow developers, workflow engineers, AI/ML engineers).
• Analyze existing ServiceNow CMDB structures — CI classes, relationships, and attributes — to identify data quality gaps, inconsistencies, and ownership issues.
• Support configuration and validation of ServiceNow modules including CMDB, Discovery, Service Graph, ITSM (Incident/Change/Problem), and Flow Designer/Workflow Studio.
• Partner with the Solution Architect to define critical data elements, business rules, and certification/attestation workflow logic.
• Conduct current-state assessments and data quality baselining, and contribute to maturity scoring across CMDB workstreams.
• Support UAT planning, test-case design, and defect triage for ServiceNow configuration changes.
• Prepare and maintain documentation — functional design documents, requirements traceability matrices, process/RACI diagrams, training materials, and runbooks.
• Facilitate workshops with client business and IT stakeholders to confirm critical attributes, ownership rules, and success criteria.
• Participate in Agile/Scrum ceremonies (backlog grooming, sprint planning, sprint reviews) and coordinate across onsite and offshore delivery teams.
• Support data validation, reconciliation exception review, and requirements for KPI/governance dashboards.
• Ensure delivery aligns with the governance, security, and compliance expectations typical of BFSI and capital markets clients.

Required Skills & Experience

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
• 4–7 years of experience as a Business Systems Analyst or ServiceNow Analyst, ideally on ITSM/CMDB or IT Asset Management programs.
• Hands-on working knowledge of the ServiceNow platform: CMDB, Discovery, Service Graph, ITSM, and Flow Designer/Workflow Studio (configuration-level fluency; developer certification not required but a plus).
• Strong understanding of CMDB data models — CI classes, relationships, attributes, and reconciliation/identification rules.
• Experience writing user stories, functional specifications, process flows, and RACI models.
• Familiarity with data quality concepts: completeness, accuracy, consistency, timeliness, and ownership governance.
• Experience working on globally distributed Agile delivery teams (onsite/offshore model), preferably in BFSI, capital markets, or another regulated industry.
• Excellent stakeholder management and written/verbal communication skills; comfortable presenting to senior client stakeholders.
• Working experience with JIRA/Confluence or equivalent tools for backlog and documentation management.

Preferred / Nice to Have

• ServiceNow certification(s) such as CSA (Certified System Administrator), CIS-Discovery, or an ITSM-related certification.
• Exposure to AI/GenAI-enabled ServiceNow initiatives (Now Assist, AI Agent Studio) or agentic automation projects.
• Familiarity with data governance frameworks and KPI/reporting dashboard design (Performance Analytics, Grafana, or Power BI).
• Prior experience with capital markets or financial-market-infrastructure clients.
• Awareness of adjacent platforms such as Snowflake, AWS, or workflow engines like Camunda/Temporal (a plus, not required).