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ServiceNow Business Analyst (CSM) - Remote

00069905661

ServiceNow Business Analyst (CSM) - Remote, Canada

Location: Remote
Employment Type: Full-Time

Job ID: 00069905661

About Cognizant

Cognizant is one of the world's leading professional services companies, helping clients modernize technology, reimagine processes, and transform experiences to stay ahead in a rapidly changing world. We partner with global organizations to deliver innovative solutions powered by digital technologies, cloud, data, AI, and automation.

At Cognizant, you'll work alongside talented colleagues on meaningful projects while building a rewarding career in an inclusive, collaborative, and growth-oriented environment.

ServiceNow Business Analyst (CSM)

Location: Remote, Canada

Cognizant is seeking an experienced ServiceNow Business Analyst with Customer Service Management (CSM) expertise to support enterprise ServiceNow transformation initiatives. In this role, you will partner with business stakeholders, product owners, and technical teams to gather requirements, define business processes, manage backlogs, and ensure successful delivery of ServiceNow CSM solutions in an Agile environment.

This is an excellent opportunity for a collaborative and detail-oriented Business Analyst who is passionate about driving business value through ServiceNow platform capabilities.

Key Responsibilities

  • Lead discovery workshops, stakeholder interviews, and working sessions to understand current-state processes, business challenges, and future-state requirements within ServiceNow CSM.
  • Elicit, analyze, and document business requirements, user stories, acceptance criteria, process flows, business rules, and data requirements.
  • Manage and refine the product backlog in partnership with project leadership, ensuring requirements are prioritized and ready for Agile delivery.
  • Collaborate with business and technical teams to align on solution scope, process design, reporting requirements, and operational readiness.
  • Participate in Agile ceremonies including backlog grooming, sprint planning, sprint reviews, requirement clarification, and defect triage.
  • Support business process mapping, data validation, and end-to-end requirements traceability throughout the project lifecycle.
  • Coordinate User Acceptance Testing (UAT), including test scenario development, acceptance validation, defect management, and business sign-off activities.
  • Assist with organizational change management activities, including training materials, user readiness documentation, and production transition support.

Required Qualifications

  • ServiceNow Customer Service Management (CSM) certification required.
  • 5+ years of experience as a Business Analyst supporting enterprise platform implementations or ServiceNow transformation programs.
  • Strong experience with ServiceNow CSM and working knowledge of ITSM and CMDB modules.
  • Proven expertise in requirements gathering, process mapping, stakeholder management, backlog prioritization, and workshop facilitation.
  • Experience creating user stories, acceptance criteria, business rules, process documentation, and test scenarios within Agile delivery frameworks.
  • Strong communication and collaboration skills with the ability to engage business stakeholders and technical teams effectively.
  • Experience supporting User Acceptance Testing (UAT), defect management, and business validation activities.
  • Familiarity with ITIL-based service management processes is highly preferred.

Preferred Qualifications

  • Agile, Scrum, CBAP, CCBA, ITIL, or related Business Analysis certification.
  • Experience supporting large-scale ServiceNow implementations or digital transformation initiatives.
  • Knowledge of change management, training development, and operational readiness activities.

Salary and Other Compensation:

Applicants will be accepted till 9/18/2026

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

The annual salary for this position will be in the range of $77,000 - $90,000 CAD depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits 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.

Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, creativity, productivity, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.

If you are content with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you!

Apply Now!

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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, state 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] for roles based in the Americas or [email protected] for roles based in India.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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