ServiceNow Business Analyst

Cognizant Technology Solutions; Mississauga; On-site; CAD 87,000 - 102,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan

Paid holidays and PTO

Stock Purchase Plan

Disability insurance

Parental Leave

Job summary

Cognizant Technology Solutions is hiring a ServiceNow Business Analyst in Canada. You will bridge business needs and technical teams to delivery ITSM, HRSD, and custom ServiceNow solutions, driving efficiency and user satisfaction across platforms.

The role requires deep ServiceNow knowledge, strong analytical skills, and the ability to translate complex requirements into scalable platform solutions. Remote work from Mississauga region offered, with growth and governance responsibilities.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field.
• 5+ years of experience as a Business Analyst supporting ServiceNow implementations and enhancements.
• Strong functional expertise across ServiceNow ITSM, HRSD, and custom application modules.
• Proven experience gathering requirements, facilitating workshops, documenting user stories, and defining acceptance criteria.
• Solid understanding of ITIL processes, including Incident, Problem, Change, Request Management, and HR case management.
• Experience analyzing and optimizing business processes to improve operational performance and user outcomes.
• Hands-on experience with ServiceNow reporting, dashboards, KPIs, and Performance Analytics.
• Strong stakeholder management, communication, and presentation skills with the ability to influence across multiple levels of the organization.

Responsibilities

• Partner with business stakeholders to gather, analyze, document, and refine business requirements for ServiceNow ITSM, HRSD, and custom application initiatives.
• Evaluate existing ITIL-based processes, identify improvement opportunities, and recommend solutions aligned with ServiceNow best practices.
• Translate business needs and workflows into detailed functional requirements, user stories, process flows, and acceptance criteria.
• Collaborate with business leaders, product owners, architects, developers, and QA teams to ensure successful end-to-end solution delivery.
• Develop and maintain BRDs, FRDs, process maps, and related project documentation.
• Define reporting requirements and support the development of dashboards, KPIs, and operational reporting for business and leadership stakeholders.
• Coordinate UAT, including test scenario creation, defect validation, and requirements traceability.
• Support ServiceNow governance activities by promoting platform standards, data quality, compliance, and process consistency.

Skills

ServiceNow ITSM

HRSD

Business Analysis

Requirement Elicitation

UAT & Testing

Stakeholder Management

Education

Bachelor's degree in IT/Business/CS

Tools

ServiceNow

Job description

ServiceNow Business Analyst

Location: Mississauga, Ontario, Canada (Remote)

Employment Type: Full-Time

Job ID: 00070352631

About Cognizant

Cognizant is one of the world's leading professional services companies, helping clients modernize technology, reimagine processes, and transform business experiences. We combine deep industry expertise with innovative technologies to help organizations stay ahead in a rapidly changing world.

At Cognizant, you'll have the opportunity to work on meaningful projects, collaborate with talented professionals, and build a rewarding career in a culture that values innovation, inclusion, and continuous learning.

Role Overview

We are seeking a highly skilled ServiceNow Business Analyst to join our team in Canada. In this role, you will serve as the bridge between business stakeholders and technical teams, driving the successful delivery of ServiceNow solutions across IT Service Management (ITSM), Human Resources Service Delivery (HRSD), and custom application implementations.

The ideal candidate will possess strong business analysis skills, deep knowledge of ServiceNow capabilities, and experience translating complex business requirements into scalable platform solutions that improve operational efficiency and user experience.

Key Responsibilities

• Partner with business stakeholders to gather, analyze, document, and refine business requirements for ServiceNow ITSM, HRSD, and custom application initiatives.
• Evaluate existing ITIL-based processes, identify improvement opportunities, and recommend solutions aligned with ServiceNow best practices.
• Translate business needs and workflows into detailed functional requirements, user stories, process flows, and acceptance criteria.
• Collaborate with business leaders, product owners, architects, developers, and QA teams to ensure successful end-to-end solution delivery.
• Develop and maintain business requirements documents (BRDs), functional requirements documents (FRDs), process maps, and related project documentation.
• Define reporting requirements and support the development of dashboards, KPIs, and operational reporting for business and leadership stakeholders.
• Coordinate User Acceptance Testing (UAT), including test scenario creation, defect validation, and requirements traceability.
• Support ServiceNow governance activities by promoting platform standards, data quality, compliance, and process consistency across ITSM and HRSD modules.

Required Qualifications

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field.
• 5+ years of experience as a Business Analyst supporting ServiceNow implementations and enhancements.
• Strong functional expertise across ServiceNow ITSM, HRSD, and custom application modules.
• Proven experience gathering requirements, facilitating workshops, documenting user stories, and defining acceptance criteria.
• Solid understanding of ITIL processes, including Incident, Problem, Change, Request Management, and HR case management.
• Experience analyzing and optimizing business processes to improve operational performance and user outcomes.
• Hands-on experience with ServiceNow reporting, dashboards, KPIs, and Performance Analytics.
• Strong stakeholder management, communication, and presentation skills with the ability to influence across multiple levels of the organization.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) and/or Certified Implementation Specialist (CIS) certification(s).
• Experience working within Agile or Scrum delivery environments.
• Knowledge of ServiceNow Platform Governance and best practices.
• Experience supporting enterprise-scale digital transformation programs.
• Strong analytical, problem-solving, and process improvement capabilities.

Why Join Cognizant

• Work remotely from anywhere in the Mississauga, Ontario region.
• Collaborate with industry-leading clients and technology experts.
• Access continuous learning and professional development opportunities.
• Be part of an inclusive, innovative, and growth-oriented culture.
• Contribute to impactful projects that drive business transformation.

Equal Opportunity Employer

Cognizant is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace and welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.

Salary and Other Compensation

Applicants will be accepted till 10/15/2026

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*

The annual salary for this position will be in the range of $87,000 - $102,000 CAD depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer

The salary, other compensation, and benefits 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.

Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, creativity, productivity, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.

If you are content with ambiguity, excited by change, and excel through autonomy, we'd love to hear from you!

#LI-IK1

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] for roles based in the Americas or [email protected] for roles based in India.