ServiceNow Business Analyst – Senior Manager

Cognizant is a technology and engineering company seeking a ServiceNow Business Analyst at the Senior Manager level. The role bridges business needs and technology solutions by translating requirements into deliverables, improving processes, and supporting ServiceNow implementations and enhancements. The position also involves stakeholder collaboration, Agile delivery, user acceptance testing, project communication, and scope management.

Responsibilities:

• Lead discovery sessions and requirements workshops with business stakeholders, process owners, and technical teams
• Translate business requirements into user stories, acceptance criteria, process flows, and functional specifications
• Partner with product owners and delivery teams to prioritize backlogs and support Agile/Scrum ceremonies
• Facilitate communication between business and technical teams throughout the project lifecycle
• Coordinate User Acceptance Testing (UAT), document defects, and support issue resolution efforts
• Prepare project status updates and communicate progress, risks, dependencies, and mitigation plans
• Manage scope discussions and support change request processes to ensure project success

Requirements:

• 8+ years of experience as a Business Analyst, Systems Analyst, or Process Analyst within IT organizations
• 4+ years of hands-on experience working with the ServiceNow platform, including ITSM, CSM, FSM, Asset Management, or related modules
• Current ServiceNow Certified System Administrator (CSA) certification is required
• At least one additional active ServiceNow certification (such as CIS-ITSM, CIS-CSM, CIS-FSM, CIS-HAM, CIS-SAM, or equivalent) is required
• Proven experience gathering requirements and translating them into user stories, acceptance criteria, and functional specifications
• Strong experience working in Agile/Scrum environments, including sprint planning, backlog refinement, and stakeholder collaboration
• Experience supporting UAT activities, defect tracking, and solution validation
• Excellent communication, facilitation, and stakeholder management skills
• Ability to work effectively in cross-functional and multi-vendor environments
• 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
• Experience supporting large-scale ServiceNow transformation or implementation programs
• Experience working across multiple ServiceNow modules and business functions
• Knowledge of ServiceNow best practices, governance, and platform capabilities
• Experience with workflow optimization and business process improvement initiatives
• Strong analytical, problem-solving, risk management, and stakeholder engagement skills
• candidates located in or near Irving, Texas are strongly preferred