Business Analyst CMDB / ServiceNow

Responsibilities

• Gather, analyze, and document business requirements related to ITSM processes
• Contribute to the improvement and structuring of the CMDB (Configuration Management Database)
• Ensure data consistency and quality within the CMDB
• Support the evolution of ITSM processes (Incident, Change, etc.) in an ITIL environment
• Contribute to the design and optimization of ServiceNow reporting and dashboards
• Guide and support users in using the platform and reporting tools
• Work closely with technical and business teams to ensure clear process understanding

Profile

• At least 4 years of experience as an IT Business Analyst
• Strong understanding of ITSM processes (Incident, Change, etc.)
• Experience with ServiceNow (ideally with exposure to CMDB topics)
• Familiarity with CMDB concepts (deep expertise not mandatory)
• Good knowledge of ITIL practices
• Experience in requirements gathering, documentation, and stakeholder management
• Ability to work in a structured and demanding environment

Nice to have

• Hands‑on experience with ServiceNow CMDB or configuration data management
• Experience with ServiceNow reporting / dashboards
• Knowledge of data quality and governance topics