Job Summary
Principal Infra Developer for a hybrid work model focusing on ServiceNow platforms across strategic portfolio management agile scrum programs ESG management customer service management and change management. Role involves designing scalable infrastructure solutions optimizing digital workflows and guiding complex implementations that improve business resilience user experience and operational efficiency for global stakeholders.
Responsibilities
5+ years of business analyst experience
5+ years of experience designing and improving business processes
3+ years working on technology projects as an analyst in any domain
Achieve individual utilization target (UTE)
Timely submission of timecards
Achieve and maintain a minimum of one new ServiceNow Certified Implementation Specialist (CIS) certification per year.
Business analysis and business case creation
Requirements gathering and management
Process management and service management
Measurements metrics and reporting
Proficiency in Microsoft Excel PowerPoint and Visio
Scrum Master methodology
Project management methodologies and PMO practices
Excellent written and verbal communication skills with strong presentation and facilitation abilities
Demonstrated ability to influence and consult stakeholders providing options with pros cons and risks while delivering thought leadership on governance business process and technical challenges
Strong analytical thinking and structured problem-solving
Coaching and mentoring skills to support and develop BA team members
Strong organizational skills with the ability to manage multiple priorities simultaneously
- Build robust ServiceNow customer service management solutions by designing case lifecycles knowledge flows and routing logic that reduce resolution times improve customer satisfaction and enable proactive service analytics across channels.
- Engineer resilient ServiceNow change management processes by configuring approvals risk assessment scheduling rules and communication templates that safeguard production stability while allowing efficient deployment of infrastructure updates.
- Optimize ServiceNow platform performance and reliability by analyzing usage patterns tuning configurations managing integrations and coordinating with infrastructure teams to ensure secure scalable and cost effective operation.
- Collaborate with experience design practitioners to refine ServiceNow interfaces and workflows so that users navigate tasks intuitively adopt new capabilities smoothly and provide feedback that continually improves digital journeys.
- Document infra design standards configuration patterns and operational runbooks for ServiceNow implementations so that teams can maintain consistency reduce defects and onboard new members efficiently across global projects.
- Partner with business and technology stakeholders to assess requirements map them to ServiceNow features and prioritize enhancements that deliver measurable improvements in efficiency compliance customer experience and sustainability outcomes.
- Guide incident and problem resolution for complex ServiceNow infra issues by performing root cause analysis implementing corrective configurations and validating that fixes prevent recurrence across related modules and integrations.
- Evaluate new ServiceNow releases and features by conducting impact assessments planning upgrade waves and coordinating validation activities that protect business continuity while unlocking beneficial capabilities for teams.
- Align infra development activities with organizational policies on security data privacy and ESG commitments so that ServiceNow solutions support responsible operations and reinforce the organization purpose in the wider society.
Qualifications
- Apply advanced knowledge of ServiceNow strategic portfolio management to describe and configure structures for programs demands investments and value tracking using clear narratives that resonate with technical and business stakeholders.
- Use practical expertise in ServiceNow scrum programs to explain backlog organization sprint planning and artifact relationships in a way that helps teams adopt agile practices and understand platform behaviors.
- Demonstrate strong familiarity with ServiceNow ESG management by articulating how data models workflows and reporting can represent sustainability goals regulatory requirements and impact metrics for the organization.
- Employ deep experience in ServiceNow customer service management to describe case lifecycles knowledge structures and routing principles that underpin effective service operations and continuous improvement.
- Show comprehensive understanding of ServiceNow change management by explaining how risk scoring approval chains and scheduling logic work together to balance agility and stability in infra and application environments.
- Explain experience design principles within ServiceNow by describing intuitive layouts accessible interaction patterns and clear content strategies that support hybrid work and diverse user groups.
- Communicate familiarity with hybrid work practices by outlining collaboration methods meeting routines and documentation habits that keep infra development activities synchronized across distributed teams.
- Draw on six to ten years of infra and platform experience by providing detailed examples of complex implementations cross module integrations and performance tuning efforts that illustrate readiness for principal responsibilities.
Certifications Required
ServiceNow Certified System Administrator and ServiceNow Certified Implementation Specialist CSM recommended.
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] with your request and contact information.
