Business Analyst, Raleigh, North Carolina, United States

About the role

As a Business Analyst – ServiceNow, you will make an impact by translating complex business needs into scalable ServiceNow solutions that enhance operational efficiency and user experience. You will be a valued member of the delivery team and work collaboratively with product owners, architects, developers, and cross-functional stakeholders to drive successful enterprise implementations.

In this role, you will:

Analyze business processes across ITSM, ITAM, CSM, HRSD, and CMDB to identify improvement opportunities aligned with enterprise objectives
Translate stakeholder needs into clear functional specifications, user stories, and acceptance criteria for ServiceNow solutions
Facilitate Scrum ceremonies (sprint planning, standups, backlog refinement, retrospectives) to ensure effective delivery and continuous improvement
Partner with architects and developers to design and optimize ServiceNow solutions, including CMDB data quality and ITSM/ITAM workflows
Develop test scenarios, execute UAT, and ensure solutions meet functional, quality, and performance expectations
Document end-to-end workflows, process maps, and use cases to guide implementation and ensure alignment with business requirements
Perform impact analysis and risk assessment for changes across ServiceNow modules
Monitor KPIs and provide insights to drive continuous improvement and measurable business value
Support adoption through user guides, knowledge articles, and operational documentation
Engage stakeholders through workshops and clear communication to align priorities and ensure shared understanding

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 a combination of remote work and time in a Cognizant or client office. 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

Proven experience as a Business Analyst in enterprise-scale environments using Agile/Scrum methodologies
Strong hands-on experience with ServiceNow ITSM (incident, problem, change, request, knowledge management)
Advanced knowledge of CMDB design, data governance, and reconciliation processes
Experience with ServiceNow ITAM, including asset lifecycle management and optimization strategies
Solid experience creating user stories, functional specifications, and acceptance criteria
Strong analytical and problem-solving skills with the ability to translate data into actionable insights
Experience in test planning, UAT execution, and validating business requirements
Excellent communication skills in English (written and verbal) and stakeholder management experience

These will help you stand out

Experience with ServiceNow CSM (case management, service workflows, customer portals)
Experience with ServiceNow HRSD (HR lifecycle events, case management, knowledge bases)
Ability to define and manage CMDB and asset data models with governance best practices
Experience facilitating cross-functional workshops and driving stakeholder alignment
Strong focus on continuous improvement and value-driven delivery

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 perspectives to this role.

Certifications

Certified Scrum Master (CSM) or equivalent
ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist (ITSM or ITAM)
Salary and Other Compensation:

Applicants will be accepted till 06/30/2026

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 $90K - $105K 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

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.

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.

Informações adicionais de emprego

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.