Senior ServiceNow Business Systems Analyst; ITSM & SAM Pro Cognitive Minds

Recruiting Company:
Cognitive Minds

Job Location:

San Jose, California, USA

Job Type: Contract

• Contract opportunity
• Senior‑level position
• Enterprise Service Now environment
• Focus on IT Service Management (ITSM) and Software Asset Management Professional (SAM Pro)
• Immediate consideration for qualified candidates

Cognitive Minds is seeking an experienced Senior Service Now Business Systems Analyst (BSA) to lead business analysis, platform administration, and Service Now implementation initiatives within a large‑scale enterprise environment. This role combines deep Service Now functional expertise with strong stakeholder engagement skills to drive digital transformation, process optimization, and operational excellence across IT service management and asset management functions.

The Senior Service Now Business Systems Analyst will serve as a key liaison between business stakeholders and technical teams, ensuring that Service Now solutions align with organizational objectives and operational requirements. The successful candidate will lead requirements gathering workshops, document business processes, support platform enhancements, and drive successful implementation of Service Now ITSM and SAM Pro capabilities. This role requires hands‑on experience across the full project lifecycle, including solution design, testing, deployment, production support, and continuous improvement initiatives.

You will collaborate closely with Service Now developers, architects, administrators, and business leaders to deliver scalable solutions that enhance service delivery, governance, and asset management. This is an excellent opportunity for a Service Now professional looking to make a significant impact within a complex enterprise technology environment.

• Gather, analyze, and document business requirements, user stories, process flows, and functional specifications
• Facilitate stakeholder workshops to identify business challenges and solution opportunities
• Lead end‑to‑end Service Now implementation and enhancement projects from discovery through production deployment
• Manage System Integration Testing (SIT), User Acceptance Testing (UAT), defect tracking, and production readiness activities
• Provide production support through incident triage, troubleshooting, root cause analysis, and issue resolution
• Serve as a functional Subject Matter Expert (SME) for Service Now ITSM and SAM Pro processes
• Collaborate with developers, architects, administrators, and business stakeholders to deliver optimal solutions
• Support release planning, change management, platform upgrades, and continuous improvement initiatives
• Administer Service Now platform functionality including users, roles, groups, permissions, and governance controls
• Manage data imports, transform maps, email notifications, workflows, integrations, and platform configurations
• Develop and maintain documentation, reporting dashboards, and business process artifacts
• Coordinate with Service Now Product Support and manage support cases when required

• 5+ years of Business Systems Analyst experience in enterprise IT environments
• 3+ years of hands‑on Service Now platform administration experience
• Strong expertise in Service Now IT Service Management (ITSM) modules including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog
• Proven experience implementing and supporting Service Now Software Asset Management Professional (SAM Pro) solutions
• Strong understanding of Business Rules, Client Scripts, and UI Policies
• Working knowledge of JavaScript and Service Now…