Job Title : Senior Business Analyst ITOM & CMDB.

Location : Hyderabad.

Experience : 5+ Years.

Employment Type : Full-time.

Work Mode : Hybrid.

Job Summary :

We are seeking a highly motivated Senior Business Analyst with 5+ years of experience in IT Operations Management (ITOM) and Configuration Management Database (CMDB).

The ideal candidate will act as a key liaison between business stakeholders and technical teams, driving initiatives that enhance visibility, automation, and governance across IT infrastructure through the CMDB and related ITOM processes.

Key Responsibilities :

- Collaborate with stakeholders to gather, define, and document business and technical requirements related to ITOM and CMDB.

- Lead initiatives related to CMDB modeling, data quality improvement, and configuration item (CI) lifecycle governance.

- Translate business requirements into clear, actionable functional and technical specifications.

- Analyze and optimize existing ITOM processes, including Discovery, Event Management, Service Mapping, and Orchestration.

- Work closely with technical teams (developers, architects, and platform admins) to ensure seamless delivery of CMDB and ITOM solutions.

- Facilitate workshops, meetings, and presentations with stakeholders and leadership teams.

- Support UAT and implementation of new solutions; validate data accuracy and business alignment.

- Monitor and track KPIs for CMDB health and ITOM platform performance.

- Ensure compliance with organizational policies and ITIL best practices.

- Identify risks, dependencies, and improvement opportunities within ITOM initiatives.

Required Skills & Qualifications :

- Bachelor's degree in computer science, Information Systems, or a related field.

- 5+ years of experience as a Business Analyst, with at least 3 years focused on ITOM and CMDB.

- Strong understanding of ServiceNow or other ITSM/ITOM platforms.

- In-depth knowledge of CMDB design, CI classes, attributes, and relationships.

- Experience in ITIL frameworks and ITOM modules like Discovery, Service Mapping, Event Management, etc.

- Proficient in documentation (BRD, FRD, user stories), data analysis, and stakeholder communication.

- Familiarity with SQL or reporting tools for data validation is a plus.

- Excellent analytical, problem-solving, and interpersonal skills.

- Strong communication and presentation abilities.

Preferred Qualifications :

- ServiceNow CMDB or ITOM certification.

- Experience working in Agile/Scrum environments.

- Background in infrastructure or cloud services is a plus.