Senior Business Analyst - ITSM, ITAM & CMDB Integration

Senior Business Analyst

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Job Description – Senior Business Analyst (ITSM / ITAM CMDB Integration, Service Mapping & Data Quality)

We are seeking an experienced Senior Business Analyst with a minimum of 12 years of industry experience to lead and support enterprise initiatives across ITSM, ITAM, CMDB Integration, CMDB Service Mapping, and CMDB Data Quality. This role will act as the bridge between business stakeholders, IT operations, architects, platform teams, and delivery teams to define requirements, improve processes, strengthen CMDB governance, and ensure accurate service and asset visibility across the organization.

Key Responsibilities

• Lead business analysis activities for ITSM and ITAM initiatives with strong focus on CMDB integration, service mapping, and data quality improvement.
• Engage with stakeholders across IT operations, infrastructure, application, asset management, service management, and governance teams to gather, analyze, and document business, functional, and non-functional requirements.
• Define current-state and future-state processes for CMDB-related capabilities and identify opportunities for standardization, automation, and operational efficiency.
• Translate business requirements into clear functional specifications, process flows, use cases, user stories, and acceptance criteria for delivery teams.
• Drive requirement workshops, gap analysis sessions, solution discussions, and process mapping exercises related to ITSM, ITAM, and CMDB domains.
• Support integration requirements between CMDB and upstream/downstream systems such as discovery tools, asset repositories, monitoring platforms, incident, change, problem, and request management systems.
• Work with architects and technical teams to define CI classes, attributes, relationships, reconciliation rules, governance standards, and data ownership models.
• Support CMDB Service Mapping initiatives by documenting business services, technical services, service dependencies, application relationships, and service impact models.
• Establish and monitor CMDB data quality requirements, including completeness, correctness, compliance, and relationship health.
• Analyze data quality issues, identify root causes, and partner with technical and process teams to define remediation actions and preventive controls.
• Support CMDB governance through policy documentation, standards, process controls, audit readiness, and KPI/reporting requirements.
• Coordinate and support testing activities including test scenario definition, UAT planning, defect tracking, and business sign-off.
• Create and maintain project documentation such as BRDs, FRDs, user stories, process documents, SOPs, training content, and executive status updates.
• Facilitate communication between business users and technical teams to ensure solutions align with operational needs and platform best practices.
• Support change management, training, and adoption activities for new or enhanced ITSM, ITAM, and CMDB capabilities.

Required Qualifications

• Minimum 12 years of overall industry experience as a Business Analyst, Senior Business Analyst, or Business Systems Analyst in enterprise IT environments.
• Strong experience in ITSM and ITAM processes, including incident, change, problem, request, configuration, and asset management.
• Proven experience working on CMDB integration, CMDB service mapping, and CMDB data quality or governance initiatives.
• Strong understanding of configuration management concepts, CI lifecycle, CI relationships, and service dependency mapping.
• Experience in requirement elicitation, process modeling, workshop facilitation, stakeholder management, and documentation.
• Ability to write business requirements, functional requirements, use cases, user stories, and acceptance criteria with clarity and precision.
• Hands-on experience supporting testing, UAT, defect management, and implementation readiness.
• Strong analytical, problem-solving, communication, and presentation skills.
• Experience working in Agile, Waterfall, or hybrid delivery environments.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or related field.

Preferred Skills & Certifications

• Experience with ServiceNow or similar enterprise platforms supporting ITSM, ITAM, CMDB, Discovery, and Service Mapping.
• Good understanding of CSDM, discovery patterns, reconciliation concepts, and data governance frameworks.
• Experience defining dashboards, KPIs, metrics, and reporting for CMDB health and operational performance.
• Knowledge of integration approaches such as API-based integrations, data imports, and automated discovery feeds.
• Familiarity with enterprise architecture, application portfolio, infrastructure operations, and cloud environments.
• ITIL Foundation certification preferred.
• CBAP, CCBA, or equivalent business analysis certification preferred.
• ServiceNow CSA or relevant ServiceNow implementation certifications preferred.

Key Competencies

• Stakeholder management and cross-functional collaboration
• Requirements analysis and documentation
• Process mapping and business process improvement
• CMDB governance and data quality management
• Service mapping and dependency analysis
• Integration analysis and coordination
• Risk identification and issue resolution
• Training, communication, and change enablement

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.

We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.

Experience Level

Senior Level