Job Summary
The Sr Business Analyst will translate complex business needs into scalable solutions using ServiceNow ITAM and ITSM platforms in a hybrid work model. The role focuses on optimizing asset lifecycle processes enhancing service management workflows and aligning stakeholders around data driven decisions to improve operational efficiency and service quality for a global enterprise.
Responsibilities
- Drive detailed analysis of business processes related to IT asset and service management to identify gaps redundancies and improvement opportunities that directly enhance operational efficiency and service quality for enterprise stakeholders.
- Translate complex functional requirements into clear ServiceNow ITAM and ITSM configurations and user stories that enable teams to deliver stable scalable and maintainable solutions aligned with enterprise standards.
- Collaborate closely with process owners platform engineers and operations teams to design end to end workflows for asset lifecycle management including request procurement deployment maintenance and retirement.
- Facilitate requirement workshops process mapping sessions and backlog refinement meetings in a hybrid work model to ensure continuous alignment between business expectations and platform capabilities.
- Document current and future state processes data models and business rules in a comprehensive yet concise manner to support sustainable platform governance and knowledge retention.
- Coordinate functional testing user acceptance testing and defect triage activities for ServiceNow changes to ensure solutions meet functional expectations quality standards and compliance needs.
- Develop meaningful dashboards and reports leveraging ServiceNow data to provide insight into asset utilization service performance and compliance metrics that inform strategic decisions.
- Partner with finance procurement and operations teams to support asset reconciliation cost optimization and audit readiness through accurate configuration of ServiceNow ITAM modules.
- Provide day to day support and guidance to business users on ServiceNow ITAM and ITSM features ensuring efficient incident handling request fulfillment and adherence to defined processes.
- Align project work with organizational goals by prioritizing initiatives that improve employee experience reduce manual work and support responsible use of technology resources.
- Contribute to continuous improvement initiatives by analyzing feedback measuring outcomes and proposing enhancements that strengthen the value of ServiceNow solutions for the organization and society.
- Ensure compliance with data governance security and regulatory requirements by validating that ServiceNow configurations and workflows adhere to enterprise policies and controls.
- Adapt effectively to a hybrid work environment by using collaboration tools clear communication and structured documentation to maintain transparency and productivity across distributed teams.
Qualifications
- Apply advanced knowledge of ServiceNow ITAM capabilities such as hardware and software asset management to design configurations that support accurate asset tracking license optimization and lifecycle governance.
- Utilize strong ServiceNow ITSM expertise across incident problem change and request processes to create integrated workflows that improve service reliability and response times.
- Leverage domain understanding of asset management operations to connect business policies vendor contracts and inventory data with practical solutions on the ServiceNow platform.
- Bring eight to twelve years of progressive business analysis experience in enterprise environments demonstrating consistent ownership of complex initiatives and measurable delivery outcomes.
- Employ excellent communication and stakeholder engagement skills to gather requirements manage expectations and educate non technical audiences on ServiceNow capabilities and limitations.
- Demonstrate proficiency in process modeling requirements documentation and acceptance criteria definition using tools that support traceability and clarity for multidisciplinary teams.
- Apply analytical and problem solving skills to interpret large data sets from ServiceNow and related systems identifying trends risks and opportunities that influence strategic decisions.
- Exhibit familiarity with working in hybrid models and collaborating across time zones ensuring reliable participation in day shift activities without travel requirements.
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.
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.
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.
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.
