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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Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
