Job Summary
Serve as a senior business analyst specializing in ServiceNow ITAM and ITSM translating complex business needs into scalable platform solutions for an MNC enterprise. Collaborate with cross functional stakeholders in a hybrid work model to optimize asset and service processes enhance governance and improve operational resilience. Domain exposure to cards and payments is preferred.
Responsibilities
- Drive discovery sessions with business and technology stakeholders to elicit detailed requirements for ServiceNow ITAM and ITSM solutions that support enterprise service delivery and asset governance.
- Document current state and future state process flows for asset and service management highlighting optimization opportunities that reduce manual effort and operational risk.
- Translate business requirements into clear functional specifications and user stories for ServiceNow ITAM and ITSM teams ensuring traceability from need identification to deployment.
- Collaborate with ServiceNow platform engineers and configuration specialists to refine solution designs that balance standard configuration with sustainable customization.
- Coordinate backlog grooming and sprint planning activities related to ServiceNow ITAM and ITSM enhancements ensuring that high value items are prioritized and well understood.
- Validate ServiceNow configurations through test case design user acceptance testing support and defect triage ensuring that delivered features meet defined acceptance criteria.
- Partner with process owners in areas such as incident change request and asset lifecycle to align platform capabilities with internal policies and regulatory expectations.
- Analyze data from ServiceNow reports and dashboards to identify trends control gaps and improvement opportunities that inform continuous improvement roadmaps.
- Prepare concise business cases and impact assessments for proposed ServiceNow ITAM and ITSM changes including qualitative and quantitative benefits for the organization.
- Facilitate workshops and demonstrations that help stakeholders understand ServiceNow capabilities and adopt new features and workflows with confidence.
- Coordinate with global and regional teams in a hybrid work setup to ensure that ServiceNow processes remain consistent while accommodating local regulatory and operational nuances.
- Support governance routines by maintaining accurate documentation of configurations process definitions and standard operating procedures for ServiceNow ITAM and ITSM.
- Contribute to initiatives that connect ServiceNow ITAM and ITSM data with broader enterprise risk compliance and financial management objectives enhancing transparency for society facing services.
- Collaborate with domain specialists from cards and payments when available to tailor service and asset workflows that align with transaction processing authorization and settlement processes.
- Guide junior analysts in applying business analysis techniques ServiceNow best practices and structured documentation methods that elevate team effectiveness.
- Engage with information security and compliance stakeholders to ensure that ServiceNow ITAM data supports software license compliance and secure asset lifecycle practices.
- Coordinate release readiness activities including communication material training guides and stakeholder briefings that prepare teams for ServiceNow changes.
- Monitor post implementation outcomes for ServiceNow features by gathering feedback and performance metrics then propose refinements that increase user satisfaction and platform value.
- Align day to day analysis activities with the company purpose of delivering resilient digital services that are efficient compliant and trusted by customers and communities.
- Advocate for user centric design in ServiceNow forms workflows and catalog items to reduce friction improve adoption and support inclusive access to technology services.
- Work closely with finance and procurement stakeholders using ITAM data to support budgeting forecasting and optimization of hardware and software investments.
- Coordinate incident and problem related analysis in ServiceNow to identify recurring issues and propose structural changes that enhance service reliability.
- Engage with operations teams to define meaningful service level indicators and reports in ServiceNow that support transparent performance management.
- Support hybrid work by enabling digital workflows in ServiceNow that help teams collaborate effectively without dependence on physical locations.
- Maintain awareness of ServiceNow roadmap items for ITAM and ITSM and provide recommendations on features that can advance company goals and societal impact.
Qualifications
- Bring eight to twelve years of experience in business analysis roles with a strong focus on enterprise service management transformation.
- Demonstrate deep hands on experience working with ServiceNow ITSM modules such as incident problem change request and service catalog in large organizations.
- Demonstrate strong practical exposure to ServiceNow ITAM capabilities including asset lifecycle tracking configuration item management and software asset usage analysis.
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.