Business Analyst

About the role

As a Business Analyst - Service Now, you will make an impact by translating complex business needs into scalable Service Now 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 Service Now 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 Service Now 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 Service Now 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 Service Now ITSM (incident, problem, change, request, knowledge management)

Advanced knowledge of CMDB design, data governance, and reconciliation processes

Experience with Service Now 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 Service Now CSM (case management, service workflows, customer portals)

Experience with Service Now 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

Service Now Certified System Administrator or Service Now 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

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,…