Business Analyst (ServiceNow, CMDB & CSDM)- Remote

FDM is a global business and technology consultancy seeking an experienced Business Analyst to join our Global Systems Integrator client. This is an exciting opportunity to support a strategic observability and service management initiative, helping to improve visibility of technology assets, strengthen service mapping capabilities, and enhance the organisation's understanding of operational and security impacts across its technology estate. This is a 6 month contract with good potential to extend and will be a remote role.

You will play a key role in initiatives focused on Configuration Management Database (CMDB) maturity and the Common Service Data Model (CSDM), supporting stakeholders in improving service visibility, data quality, and operational resilience. Working closely with technical SMEs, service management teams, architects, platform owners, and business stakeholders, you will help define requirements, analyse existing processes, and support the delivery of improved service management capabilities.

This is an excellent opportunity for an experienced Business Analyst who enjoys working at the intersection of IT operations, service management, data governance, and business transformation.

About the Role

We are seeking a Business Analyst with strong stakeholder management, requirements gathering, and business change experience to support an observability and service management programme.

The role will focus on reviewing and improving CMDB processes, data quality, asset relationships, and service mapping capabilities. You will work with stakeholders to understand the current state of service management processes and support the implementation of CSDM-aligned practices that provide greater visibility of technology services and dependencies.

You will be responsible for gathering requirements, facilitating workshops, analysing service and asset data, and helping define future-state operating models that improve operational resilience, service visibility, and impact assessment capabilities.

The role is highly collaborative and will require engagement with both technical and non-technical stakeholders across multiple business functions.

Key Responsibilities

• Gathering, analysing, and documenting business and technical requirements related to observability, CMDB, and service management initiatives
• Working with stakeholders to assess current CMDB processes, data quality, and governance practices
• Supporting the adoption and enhancement of Common Service Data Model (CSDM) principles and processes
• Facilitating workshops, stakeholder interviews, and requirements gathering sessions
• Producing high-quality business analysis artefacts, including process maps, business requirements documents, gap analyses, and user stories
• Analysing service relationships, dependencies, and asset management processes to identify improvement opportunities
• Supporting service mapping and service visibility initiatives across complex technology environments
• Identifying risks, assumptions, dependencies, and opportunities across project workstreams
• Collaborating with architects, platform teams, service management specialists, and delivery teams to support programme objectives
• Supporting data governance and operational resilience initiatives through improved service and asset visibility
• Ensuring requirements are clearly prioritised, validated, and aligned to business objectives
• Providing regular updates and insights to stakeholders throughout the project lifecycle