Opportunity brief
Cognizant is hirig for the role of Business Analyst!
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.
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.