ServiceNow APM - Senior Business Systems Analyst

Role Overview. We are seeking an experienced Senior Business Systems Analyst (BSA) to support the development and governance of an Enterprise Application Directory (APPDIR).

The role will focus on defining application data standards, aligning application information with ServiceNow Application Portfolio Management (APM), Enterprise Architecture (EA), and Common Service Data Model (CSDM) frameworks, and collaborating with technical and business stakeholders to establish a reliable source of application metadata.

Key Responsibilities

Application Data Definition: Define and document application attributes, including ownership, criticality, lifecycle, integrations, and compliance requirements.

Data Standards and Governance

Establish field definitions, valid values, data quality rules, mandatory fields, and ownership requirements.

Stakeholder Collaboration

Work with Enterprise Architecture, CMDB, ServiceNow platform teams, operations, risk, compliance, and product stakeholders to align application data and dependency models.

ServiceNow APM, EA and CSDM

Translate business and architectural requirements into functional configurations and ensure alignment with ServiceNow data models and enterprise standards.

Dependency Modelling

Support application-to-application, application-to-API, and application-to-data dependency mapping, including integrations with CMDB, discovery feeds, and other systems.

Roadmap and Delivery

Maintain the APPDIR functional roadmap, support backlog refinement and prioritisation, and manage dependencies and phased delivery.

Workflow Development

Define and document processes for application onboarding, ownership assignment, data certification, and recertification.

Data Quality and Certification

Establish data quality standards, certification criteria, completeness scoring, and governance processes to support regulatory and audit requirements.

Enterprise Integration

Help embed APPDIR into change management, incident management, architecture reviews, and portfolio planning processes.

Business Analysis

Lead workshops, gather requirements, translate business processes into technical solutions, and build consensus across stakeholders.

Requirements

• 10+ years of hands-on ServiceNow experience across multiple modules.
• 5+ years of experience with ServiceNow architecture, scripting, workflows, and integrations.
• 5+ years of experience leading client workshops and translating business processes into technical solutions.
• 3+ years of experience in advisory consulting and technical delivery.
• 2+ years of experience in proposal writing, Statements of Work (SOW) creation, and client presentations.
• Strong understanding of ServiceNow APM, Enterprise Architecture, CSDM, CMDB, and application dependency modelling.
• Experience defining application metadata, data governance standards, lifecycle attributes, and data quality processes.
• Excellent communication, stakeholder management, and requirements-gathering skills.
• Ability to collaborate across technical, architectural, operational, risk, and business teams.
• ServiceNow certifications such as CSA, CAD, or CIS in ITSM, HRSD, GRC, or SecOps are preferred.
• Work Arrangement On-site and remote working options are available.
• Local candidates are preferred for on-site work.