ServiceNow Business Analyst (CSM) - Remote

Cognizant; Halifax; Remote; CAD 77,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

Cognizant is seeking an experienced ServiceNow Business Analyst with Customer Service Management (CSM) expertise to support enterprise ServiceNow transformation initiatives.

In this role, you will partner with business stakeholders, product owners, and technical teams to gather requirements, define business processes, manage backlogs, and ensure successful delivery of ServiceNow CSM solutions in an Agile environment.

Qualifications

• ServiceNow CSM certification required.
• 5+ years as a Business Analyst on enterprise platform implementations or ServiceNow transformations.
• Strong experience with ServiceNow CSM, ITSM, and CMDB modules.
• Proven skills in requirements gathering, process mapping, stakeholder management, backlog prioritization and workshops.
• Experience creating user stories, acceptance criteria, business rules, process docs, and test scenarios within Agile delivery.
• Strong communication and collaboration skills with business stakeholders and technical teams.
• Experience supporting UAT, defect management, and business validation.
• Familiarity with ITIL-based service management is highly preferred.

Responsibilities

• Lead discovery workshops, stakeholder interviews, and sessions to map current/future ServiceNow CSM processes.
• Elicit and document requirements, user stories, acceptance criteria, and data requirements.
• Manage and refine the product backlog with project leadership for Agile delivery.
• Collaborate with business and technical teams on scope, process design, and readiness.
• Participate in Agile ceremonies including backlog grooming and sprint planning.
• Support process mapping, data validation, and traceability throughout the project lifecycle.
• Coordinate UAT test scenarios, acceptance validation, defect management, and sign-off.
• Assist with change management, training materials, and production transition support.

Skills

Requirements gathering

Process mapping

Stakeholder management

Backlog prioritization

Workshop facilitation

UAT support

Agile ceremonies participation

Education

ServiceNow CSM certification

Tools

ServiceNow CSM

ITSM

CMDB

Job description

ServiceNow Business Analyst (CSM) - Remote, Canada

Location: Remote

Employment Type: Full-Time

Job ID: 00069905661

About Cognizant

Cognizant is one of the world's leading professional services companies, helping clients modernize technology, reimagine processes, and transform experiences to stay ahead in a rapidly changing world. We partner with global organizations to deliver innovative solutions powered by digital technologies, cloud, data, AI, and automation.

At Cognizant, you'll work alongside talented colleagues on meaningful projects while building a rewarding career in an inclusive, collaborative, and growth-oriented environment.

ServiceNow Business Analyst (CSM)

Cognizant is seeking an experienced ServiceNow Business Analyst with Customer Service Management (CSM) expertise to support enterprise ServiceNow transformation initiatives. In this role, you will partner with business stakeholders, product owners, and technical teams to gather requirements, define business processes, manage backlogs, and ensure successful delivery of ServiceNow CSM solutions in an Agile environment.

This is an excellent opportunity for a collaborative and detail-oriented Business Analyst who is passionate about driving business value through ServiceNow platform capabilities.

Key Responsibilities

• Lead discovery workshops, stakeholder interviews, and working sessions to understand current-state processes, business challenges, and future-state requirements within ServiceNow CSM.
• Elicit, analyze, and document business requirements, user stories, acceptance criteria, process flows, business rules, and data requirements.
• Manage and refine the product backlog in partnership with project leadership, ensuring requirements are prioritized and ready for Agile delivery.
• Collaborate with business and technical teams to align on solution scope, process design, reporting requirements, and operational readiness.
• Participate in Agile ceremonies including backlog grooming, sprint planning, sprint reviews, requirement clarification, and defect triage.
• Support business process mapping, data validation, and end-to-end requirements traceability throughout the project lifecycle.
• Coordinate User Acceptance Testing (UAT), including test scenario development, acceptance validation, defect management, and business sign-off activities.
• Assist with organizational change management activities, including training materials, user readiness documentation, and production transition support.

Required Qualifications

• ServiceNow Customer Service Management (CSM) certification required.
• 5+ years of experience as a Business Analyst supporting enterprise platform implementations or ServiceNow transformation programs.
• Strong experience with ServiceNow CSM and working knowledge of ITSM and CMDB modules.
• Proven expertise in requirements gathering, process mapping, stakeholder management, backlog prioritization, and workshop facilitation.
• Experience creating user stories, acceptance criteria, business rules, process documentation, and test scenarios within Agile delivery frameworks.
• Strong communication and collaboration skills with the ability to engage business stakeholders and technical teams effectively.
• Experience supporting User Acceptance Testing (UAT), defect management, and business validation activities.
• Familiarity with ITIL-based service management processes is highly preferred.

Preferred Qualifications

• Agile, Scrum, CBAP, CCBA, ITIL, or related Business Analysis certification.
• Experience supporting large-scale ServiceNow implementations or digital transformation initiatives.
• Knowledge of change management, training development, and operational readiness activities.

Salary And Other Compensation

Applicants will be accepted till 10/30/2026

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 is not able to offer visa transfer or sponsorship now or in the future*

The annual salary for this position will be in the range of $77,000 - $90,000 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!