Senior ServiceNow Business Analyst

Senior ServiceNow Business Analyst / Change Management Lead

About the role

As a Senior ServiceNow Business Analyst / Change Management Lead, you will make an impact by driving enterprise-wide IT Service Management (ITSM), Change Management, Configuration Management, and Governance initiatives. You will be a valued member of the Technology Operations team and work collaboratively with IT leaders, ServiceNow administrators, infrastructure teams, application owners, auditors, compliance stakeholders, and cross-functional technology teams to improve operational efficiency, service quality, and regulatory compliance.

In this role, you will:

• Serve as the primary Change Management subject matter expert, overseeing enterprise change processes, governance standards, and operational compliance activities.
• Manage and optimize ServiceNow ITSM processes, including Change Management (CHG), Incident Management (INC), Problem Management (PRB), and Configuration Management Database (CMDB) administration.
• Facilitate Change Advisory Board (CAB) meetings, review high-risk and emergency changes, and ensure appropriate approvals, risk assessments, and implementation plans are in place.
• Collaborate with business and technical stakeholders to gather requirements, identify process improvements, and implement ServiceNow enhancements that improve user experience and operational effectiveness.
• Ensure compliance with Technology Change Management (TCM) policies, PCI DSS requirements, audit standards, and Separation of Duties (SOD) controls while maintaining accurate documentation and evidence for regulatory reviews.

Work Model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Dallas, TX. 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 need to have to be considered

• 8+ years of experience in IT Service Management (ITSM), Change Management, Business Analysis, or ServiceNow administration roles.
• Strong experience with ServiceNow ITSM modules including Change Management (CHG), Incident Management (INC), Problem Management (PRB), and Service Catalog.
• Hands-on experience managing and maintaining Configuration Management Databases (CMDB), including configuration item (CI) governance, data integrity, and platform integration.
• Proven experience facilitating Change Advisory Board (CAB) meetings and managing high-risk, emergency, and enterprise-wide technology changes.
• Experience reviewing change documentation, implementation plans, risk assessments, test plans, back-out procedures, approval workflows, and post-implementation reviews.
• Strong understanding of ITIL principles, Technology Change Management (TCM) policies, IT governance, and operational best practices.
• Experience supporting PCI DSS compliance, audit readiness activities, evidence collection, and regulatory reviews.
• Knowledge of Separation of Duties (SOD) controls and governance requirements within change management processes.
• Experience collaborating with technical teams, business stakeholders, and compliance organizations to identify requirements, drive process improvements, and implement ServiceNow enhancements.
• Strong analytical, organizational, and communication skills with the ability to lead workshops, present recommendations, and manage multiple priorities.
• Experience conducting User Acceptance Testing (UAT), training end users, and creating process documentation, knowledge articles, and standard operating procedures (SOPs).
• Understanding of IT Asset Management (ITAM), asset lifecycle management, and inventory governance processes.

These will help you stand out

• Experience with ServiceNow ITOM, Discovery, Visibility, CMDB Health, and platform governance initiatives.
• Experience designing and implementing ServiceNow workflow improvements that enhance operational efficiency and user experience.
• Knowledge of enterprise audit frameworks, risk management programs, and regulatory compliance requirements.
• Experience supporting highly regulated environments within Financial Services, Healthcare, Insurance, Retail, or Payment Card industries.
• Familiarity with PCI DSS, SOX, internal controls, and other compliance frameworks.
• Experience identifying trends through incident, problem, and change analysis to improve service stability and reduce recurring issues.
• Experience developing and delivering enterprise training programs, onboarding materials, and knowledge management initiatives.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), ITIL Foundation, or related certifications.
• Experience leading stakeholder workshops, governance meetings, and cross-functional process improvement initiatives.
• Familiarity with Confluence, Jira, reporting dashboards, and enterprise collaboration tools.

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.

Salary and Other Compensation:

Applications will be accepted until July 24, 2026.

The annual salary for this position is between $63,000 - $125,000 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.