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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About Cognizant
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 at cognizant.ai or @cognizant.
Additional employment information
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 ID during 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, provincial or local laws.
