Business Analyst (ServiceNow, CMDB & CSDM)- Remote

Business Analyst (ServiceNow, CMDB & CSDM)- Remote Save Job Apply All Locations UK All Locations is a required field Advertising Salary Not Specified Home Vacancies Business Analyst (ServiceNow, CMDB & CSDM)- Remote

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

Experience working with ServiceNow Knowledge of Configuration Management Database (CMDB) concepts and best practices Experience supporting Common Service Data Model (CSDM) initiatives Experience working within IT Service Management (ITSM) environments Understanding of observability, service mapping, and operational resilience concepts Experience supporting asset management, configuration management, or service governance programmes Consultancy or Global Systems Integrator experience Familiarity with ITIL principles and service management frameworks Relevant certifications such as: BCS Business Analysis CBAP AgileBA ITIL Foundation ServiceNow Certified System Administrator or related certifications Working Arrangements Initial 6-month engagement Predominantly remote working Occasional travel to client locations as required Working closely with service management teams, architects, platform owners, and business stakeholders Opportunity to contribute to strategic observability, CMDB, and service management transformation initiatives Strong potential for extension based on project demand No direct line management responsibility This role would suit an experienced Business Analyst who enjoys working across business and technology domains, improving service visibility, supporting operational resilience, and helping organisations make informed decisions through effective requirements management, stakeholder engagement, and service management transformation.

Career coaching, mentoring and access to upskilling throughout your entire FDM career Assignments with global companies and opportunities to work abroad Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field Annual leave and work-place pension Apply Share Share Vacancy on Facebook Share Vacancy on X Share Vacancy on LinkedIn Share Vacancy on WhatsApp Send Vacancy to a friend Other jobs like this Similar Senior Technical PAM Consultant- London All Locations London All Locations is a required field Advertising Salary Not Specified More Info Similar Senior Network Security Consultant- Remote All Locations UK All Locations is a required field Advertising Salary Not Specified More Info Similar Business Analyst (Multi-Factor Authentication)- Remote All Locations UK All Locations is a required field Advertising Salary Not Specified More Info

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.

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.

Proven experience working as a Business Analyst within complex business or technology transformation programmes Strong requirements gathering, analysis, and documentation skills Experience facilitating stakeholder workshops and requirements elicitation sessions Demonstrable experience producing business analysis artefacts including process maps, business requirements documents, user stories, and gap analyses Strong stakeholder management and communication skills Experience working across both business and technical teams Excellent analytical and problem-solving capabilities Ability to analyse complex processes, data flows, and service relationships Ability to manage multiple priorities and workstreams simultaneously Experience working within Agile, Waterfall, or hybrid delivery environments Self-directed and delivery-focused, able to work independently and collaboratively

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’. Diversity and Inclusion FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.