CMDB Analyst - Remote

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.
Recognized as one of AMERICA'S MOST LOVED WORKPLACES® for five consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.
Summary:
We are seeking a highly motivated and hands-on ServiceNow Business Analyst to support a CMDB implementation of the ServiceNow platform. This role will focus on the ITSM suite, CMDB, and Discovery modules. The ideal candidate will have strong functional knowledge, excellent communication skills, and the ability to demonstrate business value through the platform. You will act as the primary Business Analyst for ServiceNow ITSM, CMDB, and Discovery, collaborating with stakeholders and bridging technical and business teams to deliver impactful solutions.
Responsibilities:
• Act as the primary BA for the implementation of ITSM, CMDB, and Discovery modules in ServiceNow• Collaborate with stakeholders to gather, analyze, and document business and technical requirements• Work hands-on with the platform to test, validate, and demonstrate ServiceNow functionality• Conduct demos and walkthroughs to showcase capabilities and value to business users• Support UAT, training, and go-live activities• Manage stakeholder expectations and provide regular updates• Support the Team in developing CMDB policy, processes, and knowledge base• Manage and maintain data/IT configuration items and data governance for the platform• Improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships• Conduct configuration audits and reconciliation• Drive visibility on unauthorized CI changes or alterations to environment• Maintain data dictionary and own data model for the platform• Define KPIs to manage the effectiveness of the data• Perform SDLC activities required to enhance the ServiceNow platform
Qualifications:
• Proven experience with ServiceNow ITSM, CMDB, and Discovery• Hands-on experience testing and validating ServiceNow functionality• Strong understanding of service management processes and workflows• Excellent communication and stakeholder management skills• Ability to articulate value and impact to business stakeholders• Experience with CMDB ServiceNow implementations is a plus• 3+ years of experience with mid to large-sized companies (500+ associates)• Experience with Microsoft Office 365 and ServiceNow• Solution-oriented mindset with ability to provide recommendations for current and future platform• Familiarity with processes that consume CMDB data (Incident, Problem, SDLC, Asset, Change)• Solid understanding of varying IT software and hardware platforms and concepts• Excellent analytical and problem-solving skills
Preferred Skills:
• ITIL Foundation v3 or v4 certification• 2+ years of ServiceNow IT Operations experience• Knowledge of IT Configuration and Asset Management processes• Knowledge of ServiceNow CMDB, Discovery, and Service Mapping tools• Excellent collaboration, customer service, and communication skills
General Skills:
• Passionate about customer service• Ability to balance multiple simultaneous demands and self-adjust to meet shifting priorities• Ability to work independently and collaborate with peers as needed• Excellent oral and written communication skills• Willingness to occasionally work scheduled night/weekend times, and to participate in off-hours on-call schedule• Able to work quickly and effectively under pressure and efficiently handle multiple priorities• Familiarity with the financial services industry is desirable but not required
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