About the role
As a Business Analyst -- ServiceNow, you will make an impact by translating complex business needs into scalable ServiceNow solutions that enhance operational efficiency and user experience. You will be a valued member of the delivery team and work collaboratively with product owners, architects, developers, and cross-functional stakeholders to drive successful enterprise implementations.
In this role, you will:
- Analyze business processes across ITSM, ITAM, CSM, HRSD, and CMDB to identify improvement opportunities aligned with enterprise objectives
- Translate stakeholder needs into clear functional specifications, user stories, and acceptance criteria for ServiceNow solutions
- Facilitate Scrum ceremonies (sprint planning, standups, backlog refinement, retrospectives) to ensure effective delivery and continuous improvement
- Partner with architects and developers to design and optimize ServiceNow solutions, including CMDB data quality and ITSM/ITAM workflows
- Develop test scenarios, execute UAT, and ensure solutions meet functional, quality, and performance expectations
- Document end-to-end workflows, process maps, and use cases to guide implementation and ensure alignment with business requirements
- Perform impact analysis and risk assessment for changes across ServiceNow modules
- Monitor KPIs and provide insights to drive continuous improvement and measurable business value
- Support adoption through user guides, knowledge articles, and operational documentation
- Engage stakeholders through workshops and clear communication to align priorities and ensure shared understanding
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring a combination of remote work and time in a Cognizant or client office. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
- Proven experience as a Business Analyst in enterprise-scale environments using Agile/Scrum methodologies
- Strong hands-on experience with ServiceNow ITSM (incident, problem, change, request, knowledge management)
- Advanced knowledge of CMDB design, data governance, and reconciliation processes
- Experience with ServiceNow ITAM, including asset lifecycle management and optimization strategies
- Solid experience creating user stories, functional specifications, and acceptance criteria
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights
- Experience in test planning, UAT execution, and validating business requirements
- Excellent communication skills in English (written and verbal) and stakeholder management experience
These will help you stand out
- Experience with ServiceNow CSM (case management, service workflows, customer portals)
- Experience with ServiceNow HRSD (HR lifecycle events, case management, knowledge bases)
- Ability to define and manage CMDB and asset data models with governance best practices
- Experience facilitating cross-functional workshops and driving stakeholder alignment
- Strong focus on continuous improvement and value-driven delivery
Certifications
- Certified Scrum Master (CSM) or equivalent
- ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist (ITSM or ITAM)
Salary and Other Compensation
- Applicants will be accepted till 06/30/2026
- Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship.
- Please note, this role is not able to offer visa transfer or sponsorship now or in the future
- The annual salary for this position will be in the range of $90K - $105K depending on experience and other qualifications of the successful candidate.
- This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
Benefits
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.