Service Team Lead​/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

• 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

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full‑stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast‑changing world.

See how  or @cognizant

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued g each interview

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India