ServiceNow Business Analyst

Cognizant; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Cognizant is seeking an experienced Senior Business Process Consultant / Senior Business Analyst with ServiceNow expertise to help organisations optimise processes, improve service delivery, and maximise the value of their ServiceNow investments.

The role involves partnering with business stakeholders, process owners and delivery teams to design and implement process improvements aligned with goals and industry best practices, bridging business and technology to drive measurable outcomes and

Qualifications

• Proven experience in Business Analysis, Business Process Consulting, or Process Design roles.
• Hands-on ServiceNow implementations across multiple modules and business functions.
• Strong process design and business process optimisation experience.
• Experience gathering, documenting, and managing business and functional requirements.
• Strong understanding of ServiceNow capabilities and how they can be leveraged to improve business processes.
• Experience working in Agile delivery environments and collaborating with cross-functional project teams.
• Knowledge of ITIL frameworks and service management best practices (ITIL v3 or ITIL 4 preferred).
• Strong workshop facilitation, stakeholder management, and communication skills.
• Proven ability to analyse complex business problems and develop practical, scalable solutions.
• Experience supporting organisational change, training, user adoption, and process transformation initiatives.
• Strong analytical thinking, problem-solving capability, and attention to detail.
• Ability to balance business priorities, technical constraints, and stakeholder expectations.
• Excellent leadership and collaboration skills with the ability to mentor team members and influence outcomes.

Responsibilities

• Facilitate workshops, interviews, and stakeholder meetings to gather, analyse, and document business requirements.
• Analyse existing business processes and design future-state ("to-be") processes that improve efficiency, effectiveness, and user experience.
• Provide process design guidance and best-practice recommendations based on ITIL and ServiceNow capabilities.
• Translate business requirements into functional specifications, user stories, and solution requirements for implementation teams.
• Work closely with stakeholders to understand business challenges and align solutions with organisational objectives.
• Recommend ServiceNow-based solutions that address business needs while supporting long-term scalability and governance.
• Ensure solutions comply with organisational standards, regulatory requirements, and operational policies.
• Conduct root cause analysis and identify corrective and preventative actions for process and operational issues.
• Assess risks associated with proposed solutions and communicate impacts, options, and recommendations to stakeholders.
• Act as the key liaison between business stakeholders and technical delivery teams throughout the project lifecycle.
• Support development teams by clarifying requirements and validating implemented solutions against business needs.
• Coordinate and support testing activities, including User Acceptance Testing (UAT), defect triage, and solution validation.
• Deliver training sessions, produce documentation, and support change management activities to drive successful user adoption.
• Identify opportunities for continuous process improvement and recommend enhancements that maximise the value of the ServiceNow platform.
• Promote process excellence and provide guidance to stakeholders on effective use of ServiceNow and related operational processes.

Skills

Business Analysis

Process Consulting

Process Design

Requirements Gathering

ServiceNow knowledge

Agile Delivery

ITIL

Stakeholder Management

Workshop Facilitation

Change Management

Leadership

Communication

Problem-Solving

Tools

ServiceNow

Job description

We are currently seeking an experienced Senior Business Process Consultant / Senior Business Analyst with ServiceNow expertise to help organisations optimise processes, improve service delivery, and maximise the value of their ServiceNow investments.

This role provides the opportunity to work closely with business stakeholders, process owners, and technical delivery teams to design and implement process improvements that align with organisational goals and industry best practices. You will play a key role in bridging the gap between business and technology, ensuring solutions are fit for purpose, deliver measurable outcomes, and drive successful organisational change.

Key Responsibilities

• Facilitate workshops, interviews, and stakeholder meetings to gather, analyse, and document business requirements.
• Analyse existing business processes and design future-state ("to-be") processes that improve efficiency, effectiveness, and user experience.
• Provide process design guidance and best-practice recommendations based on ITIL and ServiceNow capabilities.
• Translate business requirements into functional specifications, user stories, and solution requirements for implementation teams.
• Work closely with stakeholders to understand business challenges and align solutions with organisational objectives.
• Recommend ServiceNow-based solutions that address business needs while supporting long-term scalability and governance.
• Ensure solutions comply with organisational standards, regulatory requirements, and operational policies.
• Conduct root cause analysis and identify corrective and preventative actions for process and operational issues.
• Assess risks associated with proposed solutions and communicate impacts, options, and recommendations to stakeholders.
• Act as the key liaison between business stakeholders and technical delivery teams throughout the project lifecycle.
• Support development teams by clarifying requirements and validating implemented solutions against business needs.
• Coordinate and support testing activities, including User Acceptance Testing (UAT), defect triage, and solution validation.
• Deliver training sessions, produce documentation, and support change management activities to drive successful user adoption.
• Identify opportunities for continuous process improvement and recommend enhancements that maximise the value of the ServiceNow platform.
• Promote process excellence and provide guidance to stakeholders on effective use of ServiceNow and related operational processes.

Skills & Experience

• Proven experience in Business Analysis, Business Process Consulting, or Process Design roles.
• Hands-on experience delivering ServiceNow implementations across multiple modules and business functions.
• Strong process design and business process optimisation experience.
• Experience gathering, documenting, and managing business and functional requirements.
• Strong understanding of ServiceNow capabilities and how they can be leveraged to improve business processes.
• Experience working in Agile delivery environments and collaborating with cross-functional project teams.
• Knowledge of ITIL frameworks and service management best practices (ITIL v3 or ITIL 4 preferred).
• Strong workshop facilitation, stakeholder management, and communication skills.
• Proven ability to analyse complex business problems and develop practical, scalable solutions.
• Experience supporting organisational change, training, user adoption, and process transformation initiatives.
• Strong analytical thinking, problem-solving capability, and attention to detail.
• Ability to balance business priorities, technical constraints, and stakeholder expectations.
• Excellent leadership and collaboration skills with the ability to mentor team members and influence outcomes.

Cognizant is committed to providing Equal Employment Opportunities.

Successful candidates will be required to undergo a background check.