About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Job Description – Senior Business Analyst (ITSM / ITAM CMDB Integration, Service Mapping & Data Quality)

We are seeking an experienced Senior Business Analyst with a minimum of 12 years of industry experience to lead and support enterprise initiatives across ITSM, ITAM, CMDB Integration, CMDB Service Mapping, and CMDB Data Quality. This role will act as the bridge between business stakeholders, IT operations, architects, platform teams, and delivery teams to define requirements, improve processes, strengthen CMDB governance, and ensure accurate service and asset visibility across the organization.

Key Responsibilities

• Lead business analysis activities for ITSM and ITAM initiatives with strong focus on CMDB integration, service mapping, and data quality improvement.
• Engage with stakeholders across IT operations, infrastructure, application, asset management, service management, and governance teams to gather, analyze, and document business, functional, and non-functional requirements.
• Define current-state and future-state processes for CMDB-related capabilities and identify opportunities for standardization, automation, and operational efficiency.
• Translate business requirements into clear functional specifications, process flows, use cases, user stories, and acceptance criteria for delivery teams.
• Drive requirement workshops, gap analysis sessions, solution discussions, and process mapping exercises related to ITSM, ITAM, and CMDB domains.
• Support integration requirements between CMDB and upstream/downstream systems such as discovery tools, asset repositories, monitoring platforms, incident, change, problem, and request management systems.
• Work with architects and technical teams to define CI classes, attributes, relationships, reconciliation rules, governance standards, and data ownership models.
• Support CMDB Service Mapping initiatives by documenting business services, technical services, service dependencies, application relationships, and service impact models.
• Establish and monitor CMDB data quality requirements, including completeness, correctness, compliance, and relationship health.
• Analyze data quality issues, identify root causes, and partner with technical and process teams to define remediation actions and preventive controls.
• Support CMDB governance through policy documentation, standards, process controls, audit readiness, and KPI/reporting requirements.
• Coordinate and support testing activities including test scenario definition, UAT planning, defect tracking, and business sign-off.
• Create and maintain project documentation such as BRDs, FRDs, user stories, process documents, SOPs, training content, and executive status updates.
• Facilitate communication between business users and technical teams to ensure solutions align with operational needs and platform best practices.
• Support change management, training, and adoption activities for new or enhanced ITSM, ITAM, and CMDB capabilities.

Required Qualifications

• Minimum 12 years of overall industry experience as a Business Analyst, Senior Business Analyst, or Business Systems Analyst in enterprise IT environments.
• Strong experience in ITSM and ITAM processes, including incident, change, problem, request, configuration, and asset management.
• Proven experience working on CMDB integration, CMDB service mapping, and CMDB data quality or governance initiatives.
• Strong understanding of configuration management concepts, CI lifecycle, CI relationships, and service dependency mapping.
• Experience in requirement elicitation, process modeling, workshop facilitation, stakeholder management, and documentation.
• Ability to write business requirements, functional requirements, use cases, user stories, and acceptance criteria with clarity and precision.
• Hands-on experience supporting testing, UAT, defect management, and implementation readiness.
• Strong analytical, problem-solving, communication, and presentation skills.
• Experience working in Agile, Waterfall, or hybrid delivery environments.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or related field.

Preferred Skills & Certifications

• Experience with ServiceNow or similar enterprise platforms supporting ITSM, ITAM, CMDB, Discovery, and Service Mapping.
• Good understanding of CSDM, discovery patterns, reconciliation concepts, and data governance frameworks.
• Experience defining dashboards, KPIs, metrics, and reporting for CMDB health and operational performance.
• Knowledge of integration approaches such as API-based integrations, data imports, and automated discovery feeds.
• Familiarity with enterprise architecture, application portfolio, infrastructure operations, and cloud environments.
• ITIL Foundation certification preferred.
• CBAP, CCBA, or equivalent business analysis certification preferred.
• ServiceNow CSA or relevant ServiceNow implementation certifications preferred.

Key Competencies

• Stakeholder management and cross-functional collaboration
• Requirements analysis and documentation
• Process mapping and business process improvement
• CMDB governance and data quality management
• Service mapping and dependency analysis
• Integration analysis and coordination
• Risk identification and issue resolution
• Training, communication, and change enablement

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.