ServiceNow Business Analyst
Location: Mississauga, Ontario, Canada (Remote)
Employment Type: Full-Time
Job ID: 00070352631
About Cognizant
Cognizant is one of the world's leading professional services companies, helping clients modernize technology, reimagine processes, and transform business experiences. We combine deep industry expertise with innovative technologies to help organizations stay ahead in a rapidly changing world.
At Cognizant, you'll have the opportunity to work on meaningful projects, collaborate with talented professionals, and build a rewarding career in a culture that values innovation, inclusion, and continuous learning.
Role Overview
We are seeking a highly skilled ServiceNow Business Analyst to join our team in Canada. In this role, you will serve as the bridge between business stakeholders and technical teams, driving the successful delivery of ServiceNow solutions across IT Service Management (ITSM), Human Resources Service Delivery (HRSD), and custom application implementations.
The ideal candidate will possess strong business analysis skills, deep knowledge of ServiceNow capabilities, and experience translating complex business requirements into scalable platform solutions that improve operational efficiency and user experience.
Key Responsibilities
- Partner with business stakeholders to gather, analyze, document, and refine business requirements for ServiceNow ITSM, HRSD, and custom application initiatives.
- Evaluate existing ITIL-based processes, identify improvement opportunities, and recommend solutions aligned with ServiceNow best practices.
- Translate business needs and workflows into detailed functional requirements, user stories, process flows, and acceptance criteria.
- Collaborate with business leaders, product owners, architects, developers, and QA teams to ensure successful end-to-end solution delivery.
- Develop and maintain business requirements documents (BRDs), functional requirements documents (FRDs), process maps, and related project documentation.
- Define reporting requirements and support the development of dashboards, KPIs, and operational reporting for business and leadership stakeholders.
- Coordinate User Acceptance Testing (UAT), including test scenario creation, defect validation, and requirements traceability.
- Support ServiceNow governance activities by promoting platform standards, data quality, compliance, and process consistency across ITSM and HRSD modules.
Required Qualifications
- Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field.
- 5+ years of experience as a Business Analyst supporting ServiceNow implementations and enhancements.
- Strong functional expertise across ServiceNow ITSM, HRSD, and custom application modules.
- Proven experience gathering requirements, facilitating workshops, documenting user stories, and defining acceptance criteria.
- Solid understanding of ITIL processes, including Incident, Problem, Change, Request Management, and HR case management.
- Experience analyzing and optimizing business processes to improve operational performance and user outcomes.
- Hands-on experience with ServiceNow reporting, dashboards, KPIs, and Performance Analytics.
- Strong stakeholder management, communication, and presentation skills with the ability to influence across multiple levels of the organization.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) and/or Certified Implementation Specialist (CIS) certification(s).
- Experience working within Agile or Scrum delivery environments.
- Knowledge of ServiceNow Platform Governance and best practices.
- Experience supporting enterprise-scale digital transformation programs.
- Strong analytical, problem-solving, and process improvement capabilities.
Why Join Cognizant
- Work remotely from anywhere in the Mississauga, Ontario region.
- Collaborate with industry-leading clients and technology experts.
- Access continuous learning and professional development opportunities.
- Be part of an inclusive, innovative, and growth-oriented culture.
- Contribute to impactful projects that drive business transformation.
Equal Opportunity Employer
Cognizant is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace and welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.
Salary and Other Compensation:
Applicants will be accepted till 10/15/2026
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 cannot offer visa transfer or sponsorship now or in the future*
The annual salary for this position will be in the range of $87,000 - $102,000 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!
#LI-IK1
Sobre a Cognizant
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 resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai 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.
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.
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.
