Senior Servicenow BA CMDB CSDM SME

Job Description

Senior Service Now Business Analyst (BA) – Subject Matter Expert (SME) with depth of knowledge of the Service Now CMDB and CSDM modules. A client‑facing role working with the engagement team to develop and implement CMDB and CSDM solutions.

Provide technical and business analysis for Service Now CMDB and CSDM implementations, translating complex specifications into business logic, leading workshops, training clients, and facilitating user acceptance testing.

• Work 2+ years with Service Now CMDB/CSDM solutions.
• Translate technical specifications into customer‑friendly business logic.
• Understand and manage SOW/Contracts, milestones, and scope.
• Capture business logic, convert it to technical terms and stories for development.
• Lead workshops to demo Service Now features, walk through processes, and gather requirements.
• Deliver client training sessions and learning materials.
• Conduct guided UAT sessions with customer stakeholders.
• Identify and communicate project risks, issues, actions, and decisions.
• Prepare workshop materials, decks, end‑user guides, playbooks, and user stories.
• Apply agile lifecycle practices.
• Utilize Service Now documentation resources (Docs, Now Create).
• Meet deadlines, work independently, and proactively manage blockers.

• Professional interaction with customers.
• Attention to detail, meeting quality standards.
• Effective scope management and escalation.

• Base requirements documentation.
• Technical requirements.
• Requirement analysis.
• Process documentation.
• Service Now user stories.
• Service Now demos.

• MS Office (Word, Excel).
• ITIL 4 knowledge.
• Service Now Certified System Administrator (CSA) certification.
• Two (2) applicable CIS certifications.
• Experience with Service Now CMDB/CSDM.

Base pay range: $113,000 – $132,000 USD. The range reflects the minimum and maximum Capgemini may offer for the role. Actual offers may vary based on factors such as location, qualifications, and market conditions. Variable incentives, bonuses, or commissions may also apply.

• Paid time off according to grade level.
• Medical, dental, and vision coverage.
• Retirement savings plans (401(k) in the U.S., RRSP in Canada).
• Life and disability insurance.
• Employee assistance programs.
• Other benefits per local policy.

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace and is committed to providing reasonable accommodation during the recruitment process.

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Click the following link for more information on your rights as an Applicant in the United States:
Equal Employment Opportunity – The Law.

Capgemini is a global business and technology transformation partner, helping organizations accelerate their transition to a digital and sustainable world.