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

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting perspectives to this role.

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

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