Business Analyst

Skills this role screens for

About the role

Cognizant is hirig for the role of Business Analyst!

The work

Responsibilities of the Candidate

• Collaborate with enterprise stakeholders to capture detailed business requirements and translate them into structured ServiceNow CSM and ServiceNow TSM user stories that clearly define outcomes and measurable business value.
• Analyze current customer service processes and case management workflows to identify gaps and propose ServiceNow configurations that reduce manual effort and improve response times across the organization.
• Design and document end to end process flows that align ServiceNow CSM capabilities with business objectives while ensuring compliance with internal policies and regulatory standards.
• Partner with ServiceNow architects and developers to review functional designs and validate that proposed solutions are practical maintainable and aligned with platform best practices.
• Create comprehensive functional specifications and configuration guides for CSM and TSM modules that enable consistent implementation and easy knowledge transfer among delivery teams.
• Conduct detailed impact analysis for new features and enhancements to anticipate downstream effects on integrations data quality reporting and user experience.
• Coordinate and execute system testing activities including test case design functional testing and regression validation to ensure that ServiceNow solutions meet documented acceptance criteria.
• Facilitate workshops and walkthroughs with process owners to demonstrate ServiceNow capabilities gather feedback and refine solutions based on operational insights.
• Develop clear and user friendly training materials job aids and reference documentation to support adoption of new CSM and TSM functionalities across diverse user groups.
• Monitor production performance metrics and user feedback to identify opportunities for continuous improvement and recommend incremental ServiceNow enhancements that deliver tangible service outcomes.
• Support governance activities by maintaining accurate records of requirements decisions and configuration changes to ensure traceability and alignment with strategic priorities.
• Collaborate with reporting teams to define meaningful dashboards and analytics in ServiceNow that provide visibility into customer service performance and trend analysis for leadership groups.
• Coordinate with cross functional teams in a hybrid work model to ensure day shift availability for stakeholder meetings requirement clarification and timely resolution of functional issues.

Who they want

Requirements

• Demonstrate strong proficiency in ServiceNow CSM including case management workflows service catalogs and customer data models with proven experience in large scale implementations.
• Apply hands on experience in ServiceNow TSM to design task service management processes that support complex operational models and multi team collaboration.
• Exhibit advanced skills in business process analysis and process reengineering using structured methods to convert business challenges into clear ServiceNow solutions.
• Show capability in writing precise user stories acceptance criteria and functional specifications that guide configuration and development teams effectively.
• Display solid understanding of IT service management principles customer experience concepts and enterprise service operations gained through ten to fourteen years of professional experience.
• Demonstrate strong communication and stakeholder management abilities that enable effective negotiation of priorities and clear explanation of ServiceNow capabilities.
• Utilize experience working in hybrid environments and day shift schedules to maintain responsiveness collaboration and timely delivery of project milestones without travel obligations.