We are currently seeking an experienced Senior Business Process Consultant / Senior Business Analyst with ServiceNow expertise to help organisations optimise processes, improve service delivery, and maximise the value of their ServiceNow investments.
This role provides the opportunity to work closely with business stakeholders, process owners, and technical delivery teams to design and implement process improvements that align with organisational goals and industry best practices. You will play a key role in bridging the gap between business and technology, ensuring solutions are fit for purpose, deliver measurable outcomes, and drive successful organisational change.
Key Responsibilities
• Facilitate workshops, interviews, and stakeholder meetings to gather, analyse, and document business requirements.
• Analyse existing business processes and design future-state ("to-be") processes that improve efficiency, effectiveness, and user experience.
• Provide process design guidance and best-practice recommendations based on ITIL and ServiceNow capabilities.
• Translate business requirements into functional specifications, user stories, and solution requirements for implementation teams.
• Work closely with stakeholders to understand business challenges and align solutions with organisational objectives.
• Recommend ServiceNow-based solutions that address business needs while supporting long-term scalability and governance.
• Ensure solutions comply with organisational standards, regulatory requirements, and operational policies.
• Conduct root cause analysis and identify corrective and preventative actions for process and operational issues.
• Assess risks associated with proposed solutions and communicate impacts, options, and recommendations to stakeholders.
• Act as the key liaison between business stakeholders and technical delivery teams throughout the project lifecycle.
• Support development teams by clarifying requirements and validating implemented solutions against business needs.
• Coordinate and support testing activities, including User Acceptance Testing (UAT), defect triage, and solution validation.
• Deliver training sessions, produce documentation, and support change management activities to drive successful user adoption.
• Identify opportunities for continuous process improvement and recommend enhancements that maximise the value of the ServiceNow platform.
• Promote process excellence and provide guidance to stakeholders on effective use of ServiceNow and related operational processes.
Skills & Experience
• Proven experience in Business Analysis, Business Process Consulting, or Process Design roles.
• Hands-on experience delivering ServiceNow implementations across multiple modules and business functions.
• Strong process design and business process optimisation experience.
• Experience gathering, documenting, and managing business and functional requirements.
• Strong understanding of ServiceNow capabilities and how they can be leveraged to improve business processes.
• Experience working in Agile delivery environments and collaborating with cross-functional project teams.
• Knowledge of ITIL frameworks and service management best practices (ITIL v3 or ITIL 4 preferred).
• Strong workshop facilitation, stakeholder management, and communication skills.
• Proven ability to analyse complex business problems and develop practical, scalable solutions.
• Experience supporting organisational change, training, user adoption, and process transformation initiatives.
• Strong analytical thinking, problem-solving capability, and attention to detail.
• Ability to balance business priorities, technical constraints, and stakeholder expectations.
• Excellent leadership and collaboration skills with the ability to mentor team members and influence outcomes.
Next Steps
If you feel this opportunity suits you, or Cognizant is the type of organisation you would like to join, we want to have a conversation with you! Please apply directly with us.
For a complete list of open opportunities with Cognizant, visit www.cognizant.com/careers.
Cognizant is committed to providing Equal Employment Opportunities.
Successful candidates will be required to undergo a background check.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
