ServiceNow - Senior Business Systems Analyst

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ServiceNow - Senior Business Systems Analyst to join our team in Buffalo, New York (US-NY), United States (US).

Job Titles
ServiceNow - Senior Business Systems Analyst – APPDIR / ServiceNow APM & CSDM
Role Summary
The Senior Business Systems Analyst (BSA) will play a critical role in defining, implementing, and operationalizing the Enterprise Application Directory (APPDIR). This role is responsible for defining and governing application data fields, partnering with architecture, operations, risk, and product stakeholders, and translating enterprise requirements into ServiceNow APM, Enterprise Architecture (EA), and CSDM aligned data models and workflows.
The BSA will serve as the primary functional owner of application metadata, lifecycle attributes, and dependency information required to establish APPDIR as the authoritative source of truth for Application Meta data. 
Key Responsibilities
Application Data & Field Definition
• Define and document APPDIR application attributes, including core metadata, ownership, criticality, lifecycle, integration, and compliance fields.
• Partner with Enterprise Architecture to ensure all attributes align with ServiceNow CSDM and EA models and enterprise taxonomy standards.
• Identify mandatory Day 1 fields vs. phased enrichment attributes, supporting an incremental delivery approach.
• Establish field definitions, valid values, data quality rules, and ownership requirements.
Stakeholder Collaboration & Alignment
• Act as the primary liaison between architecture, CMDB, ServiceNow platform teams, operations, risk/compliance, and product stakeholders.
• Facilitate working sessions to:
    • Validate application ownership (AO/TO)
    • Confirm lifecycle and criticality classifications
    • Align dependency modeling expectations
• Build consensus across teams while balancing architectural standards with practical delivery constraints.
ServiceNow APM, EA & CSDM Enablement
• Translate business and architectural requirements into ServiceNow APM and EA configurations, ensuring alignment with CSDM constructs.
• Partner with CMDB and platform teams to:
    • Map APPDIR application records to appropriate CSDM entities
    • Support App to App, App to API, and App to Data dependency modeling
• Ensure integration points with CMDB, discovery feeds, and upstream/downstream systems are clearly defined.
Planning, Roadmap & Execution Support
• Develop and maintain the APPDIR functional roadmap, including phased field rollout, certification cadence, and enrichment strategy.
• Support the Product Owner in backlog refinement, prioritization, and dependency management.
• Define and document business workflows related to:
    • Application onboarding
    • Ownership assignment
    • Data certification and recertification
• Contribute to governance processes that embed APPDIR into Change, Incident, Architecture Review, and Portfolio Planning.
Data Quality, Governance & Certification
• Define data quality standards and certification criteria based on application tier and risk profile.
• Support implementation of certification routines and completeness scoring.
• Partner with Data architect, risk, audit, and architecture teams to ensure APPDIR supports regulatory and audit needs.
Qualifications:
- 10+ years of hands-on ServiceNow experience across multiple modules.
- Strong understanding of ServiceNow architecture, scripting, workflows, and integrations - 5+ Years.
- 2+ Years of experience in proposal writing, SOW creation, and client presentations.
- Demonstrated ability to lead client workshops and translate business processes into technical solutions - 5+ Years.
- ServiceNow certifications (CSA, CAD, CIS in ITSM, HRSD, GRC, SecOps, etc.) preferred.
- Excellent communication and stakeholder engagement skills.
Why Join Us:
- Be part of a high-impact team driving digital transformation across industries.
- Work with top-tier clients and cutting-edge ServiceNow solutions.
- Collaborate with experts in advisory, architecture, and delivery.
- Enjoy a flexible, remote-friendly work environment with growth opportunities.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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