ServiceNow - Senior Business Systems Analyst

Service Now - Senior Business Systems Analyst

Date: Feb 27, 2026
Company: NTT DATA Services
Location: Buffalo, New York, United States

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.

Job Titles:
Service Now - Senior Business Systems Analyst – APPDIR / Service Now APM & CSDM

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 Service Now 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.

• 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 Service Now 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.

• Act as the primary liaison between architecture, CMDB, Service Now 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.

• Translate business and architectural requirements into Service Now 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.

• 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.

• 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.

• 10+ years of hands‑on Service Now experience across multiple modules.
• Strong understanding of Service Now 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.
• Service Now certifications (CSA, CAD, CIS in ITSM, HRSD, GRC, Sec Ops, etc.) preferred.
• Excellent communication and stakeholder engagement skills.

• Be part of a high‑impact team driving digital transformation across industries.
• Work with top‑tier clients and cutting‑edge Service Now solutions.
• Collaborate with experts in advisory, architecture, and delivery.
• Enjoy a flexible, remote‑friendly work environment with growth opportunities.

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