About Cognizant Consulting
Cognizant Consulting is where curious minds come together to solve complex challenges and create meaningful impact. Blending industry insight, technology expertise, and the power of AI, we partner with leading organizations to transform the way they work, serve customers, and grow.
About the role
As an ITSM Business Analyst / Consultant, you will make an impact by supporting ITSM strategy, operating-model transformation, process redesign and ServiceNow-enabled service improvements that deliver practical transformation roadmaps aligned to business objectives. You will be a valued member of the Consulting team and work collaboratively with business stakeholders, service owners, architects, and delivery teams, and clients.
In this role, you will
Conduct stakeholder interviews, workshops and discovery activities to understand current ITSM processes, services, governance and organisational structures, and analyse capabilities, operating models and service performance to identify improvement opportunities
Document current and future-state processes, business requirements, operating procedures, roles, responsibilities and governance models, and support the development of ITSM strategies, target operating models and transformation roadmaps
Translate business requirements into functional requirements, user stories and acceptance criteria, working closely with ServiceNow architects and developers to ensure solutions align to business needs and industry best practice
Support ITSM process redesign across Incident, Problem, Change, Request, Knowledge, Service Level and Continual Improvement disciplines, and assess service desk, remote and onsite support functions to identify quick wins and longer-term improvements
Contribute to business cases, benefits assessments and implementation planning, and support testing, business readiness, user adoption and transition into live service while producing high-quality analysis and recommendations for senior stakeholders
Work model
At Cognizant, we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 2–3 days a week in a client or Cognizant office in Milton Keynes, UK. 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 must have to be considered
8+ years' experience as a Business Analyst or Consultant within IT Service Management environments
Strong knowledge of ITIL processes and service management best practices
Experience delivering ITSM transformation, service redesign or operating-model change programmes
Experience working on ServiceNow implementation, enhancement or optimisation initiatives
Strong workshop facilitation, stakeholder management and requirements-gathering skills, with the ability to analyse complex organisational, process and technology challenges and translate findings into practical recommendations
These will help you succeed
ITIL Foundation or higher certification
Experience within large enterprise or public sector organisations
Exposure to service desk transformation, support model redesign and digital service delivery programmes
Experience developing business cases, roadmaps, process models and operating-model documentation
Strengths in process mapping, target operating model design, service design, governance and service improvement
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 things to this role.
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
