Sr.Functional Analyst (ISG)

Cognizant; Bengaluru Urban; Hybrid; INR 1,500,000 - 2,300,000; Full time

Job summary

Cognizant is seeking a Senior ServiceNow Functional Analyst in Bengaluru to translate complex business needs into scalable ServiceNow solutions across ITSM, CSM, TSOM and ITOM. You will leverage scripting expertise to deliver client-ready configurations and ensure reliable enterprise services.

Responsibilities cover incident/problem/change, customer workflows, service health monitoring, and automation via Orchestration and TSM.

Qualifications

• Hands-on experience across ServiceNow ITSM, CSM, TSOM and ITOM modules with end-to-end workflow configurations.
• Proficiency in ServiceNow scripting with JavaScript ES5/ES6 to build client scripts, business rules and custom logic.
• Experience with Orchestration and TSM to automate tasks and extend service workflows.
• Knowledge of ServiceNow Business Management to support portfolio decisions and project tracking.
• Exposure to telecom processes or large-scale service environments.

Responsibilities

• Collaborate with stakeholders to analyze service operation needs and translate them into ServiceNow configurations that improve efficiency and reliability.
• Design and optimize ITSM processes (incident, problem, change, request) to improve service quality and resolution times.
• Configure and enhance CSM capabilities for customer-facing workflows and improved case handling.
• Implement TSOM capabilities to monitor service health and identify issues affecting critical services.
• Develop ITOM solutions focusing on discovery, service mapping and event management.
• Utilize ServiceNow APIs to create client scripts, server logic and enforce policies.
• Configure Business Management modules to support demand, project and portfolio management for value/risk prioritization.
• TSM workflows to streamline internal and partner processes with standardization and traceability.
• Create and maintain orchestration workflows to automate tasks and integrations.
• Collaborate on data models, interfaces and integration patterns between ServiceNow and external systems.
• Produce functional specs, configuration docs and user guides for operations teams.

Skills

ServiceNow ITSM

ServiceNow CSM

ServiceNow TSOM

ServiceNow ITOM

ServiceNow scripting

JavaScript ES5/ES6

Orchestration

TSM workflows

Business Management

Stakeholder communication

Hybrid work

Job description

Job Summary

Serve as a senior functional analyst within the integrated solutions group translating complex business needs into scalable ServiceNow implementations across IT service operations customer workflows and business management. Apply deep platform expertise and scripting knowledge to deliver stable hybrid model solutions that streamline operations for enterprise clients in the telecom and adjacent sectors.

Responsibilities

• Collaborate with business stakeholders to analyze service operation needs and translate them into robust ServiceNow configurations that increase process efficiency and reliability across the enterprise environment.
• Design and optimize ServiceNow ITSM processes such as incident problem change and request management to ensure consistent service quality and measurable improvements in resolution times.
• Configure and enhance ServiceNow CSM capabilities to support customer facing workflows that improve case handling service level adherence and customer satisfaction for large scale clients.
• Implement and maintain ServiceNow TSOM capabilities to monitor service health correlate events and proactively identify issues that could affect critical business services.
• Develop ServiceNow ITOM solutions with a focus on discovery service mapping and event management to provide accurate visibility of infrastructure and application dependencies.
• Utilize JavaScript ES5 and ES6 along with ServiceNow scripting APIs to create client scripts business rules and server side logic that enforce business policies and improve user experience.
• Configure ServiceNow Business Management modules to support demand project and portfolio management so that business leaders can prioritize investments based on value and risk.
• Implement ServiceNow TSM workflows that streamline case handling for internal teams and partner organizations ensuring standardized processes and traceable audit trails.
• Develop and maintain ServiceNow Orchestration workflows to automate routine operational tasks and integrations reducing manual effort and minimizing operational risk.
• Collaborate with technical teams to define data models interface requirements and integration patterns that ensure accurate information flow between ServiceNow and external enterprise systems.
• Prepare functional specifications configuration documentation and user guides that clearly describe implemented solutions and support efficient knowledge transfer to operations teams.
• Partner with testing teams to define test scenarios validate end to end workflows and ensure that delivered capabilities meet both functional expectations and performance standards.
• Support production deployments and post go live stabilization by analyzing issues proposing corrective actions and optimizing configurations based on real usage insights.
• Coordinate with process owners to capture reporting needs and configure ServiceNow dashboards and analytics that provide actionable insights into service performance and operational trends.
• Mentor junior analysts by reviewing their configurations and documentation sharing platform best practices and promoting adherence to standardized methods and naming conventions.
• Collaborate across geographically distributed teams using hybrid work practices ensuring timely communication transparent progress updates and consistent alignment with project objectives.
• Align platform enhancements with organizational goals so that every change contributes directly to improved service reliability reduced operational cost or better customer experience.

Qualifications

• Demonstrate proven hands on experience across ServiceNow ITSM CSM TSOM and ITOM modules with a strong track record of configuring end to end workflows for complex enterprise environments.
• Exhibit solid proficiency in ServiceNow scripting using JavaScript ES5 and ES6 to build scalable client scripts business rules and custom logic that comply with platform standards.
• Show practical experience with ServiceNow Orchestration and TSM to automate operational tasks and extend service workflows beyond core IT services where appropriate.
• Apply working knowledge of ServiceNow Business Management to describe business demands track project progress and support portfolio level decision making for stakeholders.
• Leverage exposure to telecom industry processes or similar large scale service environments to design solutions that address network operations service assurance or customer care needs.
• Communicate clearly with both technical and non technical partners in a hybrid work setting while managing expectations gathering requirements and explaining solution options.
• Bring six to eight years of relevant professional experience as a functional analyst or consultant with a focus on ServiceNow platform solutions in multinational or similarly complex organizations.

Certifications Required

ServiceNow Certified System Administrator and at least one advanced certification such as ServiceNow Certified Implementation Specialist ITSM or ITOM