Service Team Lead/Business Analyst
Listed on 2026-09-26
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IT/Tech
IT Project Manager, IT Consultant, Systems Analyst, IT Business Analyst
Cognizant is seeking a Service Now Team Lead/Business Analyst for a full-time opportunity.
Applicants must be authorized to work in the US. Cognizant will not offer visa sponsorship now or anytime in the future
The Service Now Team Lead/Business Analyst provides hands-on technical leadership, solution architecture guidance, and delivery oversight for the Service Now platform. This role bridges business stakeholders and technical developers - guiding platform roadmap execution, establishing architecture standards (CSDM, CMDB governance, custom applications), managing release cycles, and mentoring developers and system administrators.
Key Responsibilities- Lead day-to-day operations, task planning, code reviews, and quality assurance for a team of developers, system administrators, and technical analysts.
- Enforce Service Now development standards, scoping best practices, and release management workflows to minimize technical debt and customization overhead.
- Mentor team members on script performance (Client Scripts, Business Rules, Script Includes), Flow Designer automation, and platform upgrades.
- Architect end-to-end solutions aligned with Service Now Out-of-the-box (OOTB) functionality across core modules (ITSM, ITOM, HAM/SAM, CSDM/CMDB, CSM, HRSD).
- Design enterprise integration using Integration Hub, REST/SOAP Web Services, and Mid Servers to connect external IT, HR, and security ecosystems.
- Establish and enforce CMDB class hierarchy rules, data reconciliation, Discovery schedules, and CSDM lifecycle alignment.
- Translate complex business requirements into technical user stories, architecture diagrams, and release roadmaps.
- Collaborate with Process Owners, Enterprise Architects, and IT Operations to prioritize platform backlog items and manage sprint execution.
- Serve as the primary technical escalation point for critical production incidents and complex bug remediation.
- 6+ years of hands-on experience in Service Now solution design, implementation, and administration, with at least 2+ years leading technical teams or projects.
- Core
Skills:
Advanced knowledge of JavaScript, Glide API, Flow Designer, Integration Hub, Service Portal, App Engine, and REST/SOAP APIs. - Platform Breadth:
Proven expertise in ITSM, CMDB/CSDM, and at least two additional core modules (e.g., ITOM, ITAM/HAM, CSM, SPM, or Sec Ops). - Methodologies:
Experience with Agile/Scrum delivery models, ITIL v4 frameworks, and automated test frameworks (ATF).
- Service Now Certified System Administrator (CSA)
- Service Now Certified Application Developer (CAD)
- Certified Implementation Specialist (CIS) - ITSM / HAM / CMDB / Discovery
- ITIL v4 Foundation Certification
The salary range for this role is between $79,000 and $91,000 depending on skills and qualifications of the candidate. Applications will be accepted till 9/4/2026.
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