1. Job Title : Business Analyst 2. Job Summary : Serve as a seasoned Sr. Technical Consultant within a global enterprise environment translating complex business needs into scalable ServiceNow solutions across Orchestration Business Management CSM ITAM and ITOM. Collaborate with diverse teams in a hybrid work model to streamline processes increase service reliability and enable measurable value for the organization and its customers. 3. Experience : 8 - 10 years 4. Required Skills : Technical Skills: ServiceNow Orchestration ServiceNow Business Management ServiceNow CSM ServiceNowITAM ServiceNow ITOM Domain Skills: 5. Nice to have skills : Domain Skills:Telecom 6. Technology : Custom Service 7. Shift : Day 8. Responsibilities : -Analyze business processes and stakeholder needs to define detailed requirements for ServiceNow Orchestration Business Management CSM ITAM and ITOM capabilities ensuring alignment with strategic objectives and measurable business outcomes. -Collaborate with product owners architects and platform engineers to translate business requirements into well structured ServiceNow user stories acceptance criteria and configuration specifications that optimize platform usability and scalability. -Document current state and target state workflows for key enterprise services identifying gaps and recommending improvements that reduce manual effort enhance automation and strengthen service reliability. -Coordinate with ServiceNow configuration and development teams to clarify requirements validate solution design options and ensure that implemented features satisfy agreed functional and non functional needs. -Evaluate data models and integration points across IT service management asset management operations monitoring and customer service processes to support coherent and consistent ServiceNow implementations. -Facilitate workshops interviews and walkthrough sessions with stakeholders across business and technology groups to capture objectives refine priorities and gain consensus on solution approaches. -Create comprehensive business analysis artifacts such as process flow diagrams use cases stakeholder impact assessments and traceability matrices that support transparent decision making and audit ready documentation. -Develop test scenarios and support user acceptance testing by validating that configured ServiceNow features meet documented requirements documenting defects and collaborating with teams to resolve issues in a timely manner. -Monitor post implementation outcomes and key performance indicators for ServiceNow services analyzing performance trends and proposing enhancements that drive continuous improvement and higher customer satisfaction. -Coordinate change readiness activities such as communication inputs training content support and user guidance materials to help stakeholders adopt new ServiceNow capabilities with confidence and minimal disruption. -Partner with finance operations and technology teams to leverage ServiceNow Business Management data for portfolio insights demand forecasting and value realization reporting that supports informed funding decisions. -Engage with IT operations and asset management stakeholders to ensure that ServiceNow ITOM and ITAM capabilities deliver accurate inventory proactive monitoring and actionable insights that strengthen service continuity. -Apply awareness of telecom domain processes when relevant client contexts arise helping tailor ServiceNow solutions to industry specific scenarios such as service assurance incident handling and customer experience improvement. -Contribute to the refinement of business analysis standards reusable templates and knowledge assets that improve consistency shorten delivery cycles and expand organizational expertise in ServiceNow driven transformation. -Align daily activities to a hybrid working model by collaborating effectively in person and virtually using digital tools to maintain transparent communication and timely progress updates without requiring travel. -Support alignment of ServiceNow capabilities with environmental social and governance aspirations by promoting automation and data driven decisions that reduce waste and improve service accessibility for diverse user groups. -Maintain awareness of ServiceNow platform roadmaps and new features assessing their potential business impact and advising stakeholders on opportunities to leverage innovations for higher value outcomes. -Coordinate with data and reporting teams to define meaningful dashboards and reports from ServiceNow data that help executives and managers track service health customer experience and operational efficiency. -Collaborate with customer service stakeholders to refine ServiceNow CSM workflows that streamline case management knowledge access and proactive support contributing to improved satisfaction and faster resolution times. -Partner with security and compliance teams to ensure that ServiceNow implementations follow organizational policies and regulatory requirements reducing operational risk while simplifying audit activities. -Participate in agile ceremonies such as backlog refinement and sprint reviews providing business context clarifications and feedback that support predictable delivery and high quality increments. Qualifications -Bring eight to ten years of progressive experience in business analysis roles with a strong focus on enterprise platforms and service management solutions that support large scale organizations. -Demonstrate hands on experience in ServiceNow Orchestration by working with complex automation requirements integration triggers and workflow optimization aimed at reducing manual intervention and error rates. -Possess substantial experience in ServiceNow Business Management by engaging in demand management project and portfolio planning and value tracking activities that help leaders prioritize investments. -Offer proven experience in ServiceNow CSM by crafting customer journeys defining service channels and supporting case classification structures that drive efficient and empathetic customer interactions. -Show practical experience in ServiceNow ITAM and ITOM by contributing to asset lifecycle processes discovery activities and event correlation design that strengthen service visibility and operational resilience. -Apply domain exposure in telecom or comparable service intensive industries as a desirable asset enabling contextual understanding of network centric operations and subscription oriented customer models. -Use strong analytical documentation and communication skills to create clear requirements articulate trade offs and collaborate with both technical and non technical stakeholders in a hybrid work environment. -Utilize familiarity with agile methods and iterative delivery to work effectively within scrum or similar frameworks supporting continuous refinement of scope and timely delivery of ServiceNow enhancements. 9. Job Location : Primary Location :INKABLRA03(ITIND Manyata (MBP) Bld F3 SEZ) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : Business Associate [60CW00] 11. Demand Requires Travel? : No 12. Certifications Required : ServiceNow Certified System Administrator ServiceNow Certified Implementation Specialist in any relevant module
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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, provincial 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] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
