Service Now Business Analyst

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.

A comunidade Cognizant:

Somos uma equipe de alto calibre que aprecia e apoia uns aos outros. Nosso pessoal defende um local de trabalho enérgico, colaborativo e inclusivo, onde todos possam prosperar.

• A Cognizant é uma comunidade global com mais de 300,000 funcionários em todo o mundo.
• Não sonhamos apenas com um caminho melhor – nós fazemos acontecer.
• Cuidamos de nossas pessoas, clientes, empresa, comunidades e clima fazendo o que é certo.
• Promovemos um ambiente inovador onde você pode construir o plano de carreira certo para você.

Quem somos:

Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram retornos concretos e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em www.cognizant.com ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Disclaimer: 

As informações de compensação são precisas a partir da data desta publicação. A Cognizant se reserva o direito de modificar essas informações a qualquer momento, sujeito à lei aplicável.

Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.