Business Analyst (CMDB / Service Management)

NTT DATA North America; Ottawa; On-site; CAD 75,768 - 89,544; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Discount Perks

Job summary

NTT DATA North America in Ottawa, Ontario, is seeking a senior ServiceNow/CMDB Business Analyst to lead data governance, data quality, and stakeholder engagement within healthcare IT environments.

The role focuses on CMDB and Service Management governance, discovery, and cross-functional collaboration, rather than development, with CAD 55–65 per hour and a path to impact-driven ITSM outcomes. This position offers visibility across IT and healthcare teams in a regulated setting.

Qualifications

• 8+ years of Business Analysis experience in Healthcare.
• Strong understanding of ITSM principles and Configuration Management.
• Experience with CMDB concepts, CI, Service Mapping, and Data Governance.
• Experience facilitating workshops and stakeholder meetings.
• Excellent communication and problem-solving skills.

Responsibilities

• Act as the primary CMDB/Configuration Management SME for assigned apps and services.
• Drive CMDB data certification activities with application owners.
• Guide owners on CMDB record updates and compliance with standards.
• Provide operational CMDB updates and save validated records.
• Maintain relationships between Applications, Servers, and Business Services.
• Identify data quality issues and coordinate remediation with stakeholders.
• Prepare reports and dashboards on certification progress and data quality.

Skills

Business Analysis

ITSM

Stakeholder Management

Data Governance

Education

Bachelor’s degree

Tools

ServiceNow CMDB

ITSM platforms

Job description

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 Business Analyst (CMDB / Service Management) to join our team in Ottawa, Ontario (CA‑ON), Canada.

Job Summary

ServiceNow Business Analyst (CMDB / Service Management) – 8+ years of experience in the Healthcare domain. The role supports CMDB and Service Management initiatives, focusing on data quality, governance, and stakeholder engagement rather than application development.

Key Responsibilities

• Act as the primary CMDB/Configuration Management SME for assigned applications and services.
• Understand and communicate the business value and importance of maintaining accurate Configuration Item (CI) data.
• Conduct data collection and discovery sessions with application owners to gather and validate CMDB information.
• Guide application owners on the correct process for updating CMDB records and ensure adherence to organizational standards.
• Drive CMDB data certification activities by coordinating with application owners and following up to ensure timely completion.
• Provide operational support by updating CMDB fields on behalf of application owners when required and saving validated records.
• Assist teams in maintaining relationships between Applications, Servers, Business Services, and other Configuration Items.
• Identify data quality issues and collaborate with stakeholders to resolve inconsistencies.
• Escalate application‑to‑server or business service mapping issues to the Corporate IT/CMDB governance team as appropriate.
• Monitor CMDB data completeness, accuracy, and compliance with organizational governance policies.
• Collaborate with Service Management, Infrastructure, Application Support, and Healthcare business teams to improve CMDB data quality.
• Prepare reports, dashboards, and status updates for stakeholders regarding certification progress and data quality metrics.
• Support continuous improvement initiatives related to ITSM, CMDB governance, and service mapping.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Healthcare Informatics, or a related discipline.
• 8+ years of Business Analysis experience, with significant experience in the Healthcare domain.
• 5+ years of strong understanding of IT Service Management (ITSM) principles and Configuration Management processes.
• 3 to 5 years of experience working with CMDB concepts, Configuration Items (CI), Service Mapping, and Data Governance.
• Experience facilitating workshops, stakeholder meetings, and requirement gathering sessions.
• Strong analytical and problem‑solving skills.
• Excellent communication and stakeholder management abilities.
• Experience coordinating cross‑functional teams and driving task completion.
• Ability to manage multiple priorities and work independently.

Preferred Skills

• 5+ years of experience with ServiceNow CMDB or similar ITSM platforms.
• Knowledge of ITIL framework and Configuration Management best practices.
• Familiarity with healthcare applications, clinical systems, and healthcare IT environments.
• Experience with CMDB audits, certification campaigns, and data quality initiatives.
• Understanding of application‑to‑infrastructure relationships and service dependencies.
• ITIL Foundation certification is preferred.
• Experience working in regulated healthcare environments is an advantage.

Key Competencies

• Business Analysis
• CMDB & Configuration Management
• IT Service Management (ITSM)
• Stakeholder Management
• Data Governance
• Service Mapping
• Healthcare Domain Knowledge
• Requirements Gathering
• Communication & Facilitation
• Problem Solving
• Process Improvement
• Cross‑functional Collaboration

Nice to Have

• ServiceNow Administrator or CMDB experience.
• ITIL Foundation Certification.
• Experience supporting enterprise CMDB governance programs.
• Exposure to healthcare compliance standards such as HIPAA, FDA, or other healthcare regulations.

Additional Information

This role is ideal for a senior Business Analyst who can bridge business and IT teams, ensure high‑quality CMDB data, and drive Configuration Management governance across a healthcare organization without requiring software development expertise.

Compensation: CAD 55/hr – CAD 65/hr depending on experience, technical skills, and other qualifications.

Eligibility: Employee Assistance Program (EAP) and Discount Perks.

Equal‑Opportunity Employer: NTT DATA is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Pay Transparency information available.