Business Analyst – ITSM & CSDM

  • Philadelphia, PA
  • Posted 2 days ago | Updated 2 days ago

Overview

Hybrid
Depends on Experience
Full Time
No Travel Required
Unable to Provide Sponsorship

Skills

IT Service Management
CSDM
Business Analysis
ServiceNow

Job Details

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

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.

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