Senior ServiceNow Business Analyst - Platform Optimization

Cognizant; Ciudad de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Job summary

Cognizant in Mexico City is seeking an experienced ServiceNow Business Analyst to drive complex Now Platform initiatives. You will translate operational challenges into clear requirements, collaborate with cross-functional teams, and design scalable workflows that improve efficiency and deliver measurable business value.

You will analyze existing processes, document user stories and acceptance criteria, and coordinate with administrators and developers to ensure compliant, high-quality

Qualifications

• Lead requirement discovery and stakeholder communications in complex enterprise environments.
• Deep knowledge of ServiceNow Now Platform core modules and workflow capabilities to shape scalable solutions.
• Familiar with merchandising processes such as assortment planning and inventory tracking.
• Strong analytical and problem solving skills to assess business needs and prioritize enhancements.
• Excellent communication and facilitation skills to engage stakeholders in a hybrid setting.
• Experience navigating governance structures in large multinational organizations.
• Knowledge of testing and quality assurance practices to ensure reliable ServiceNow configurations.

Responsibilities

• Collaborate with business stakeholders to translate complex challenges into ServiceNow requirements.
• Analyze existing workflows and data flows on ServiceNow to identify gaps and improvements.
• Document detailed business requirements, user stories, and acceptance criteria for ServiceNow modules.
• Coordinate with ServiceNow admins and developers to validate solutions against requirements.
• Facilitate requirement workshops and backlog refinement in a hybrid environment.
• Evaluate merchandising-related processes and propose ServiceNow enhancements for better visibility and decision making.
• Monitor platform usage and feedback to guide continuous improvement of ServiceNow workflows.
• Create process maps, impact assessments, and business cases showing IT value for stakeholders.
• Create and maintain functional documentation including process narratives and configuration overviews.
• Support testing by preparing test scenarios and validating outcomes before deployment.
• Collaborate with data and reporting teams to define ServiceNow reporting needs and dashboards for actionable insights.
• Advise on governance and request management best practices to reduce manual effort and ensure consistency.
• Coordinate with change management teams to support user adoption of new ServiceNow features in hybrid work settings.

Skills

Senior BA

ServiceNow Now Platform

Merchandising processes

Requirements gathering

Stakeholder communication

Documentation

Testing methodologies

Tools

ServiceNow Now Platform

Job description

Cognizant in Mexico City is seeking an experienced ServiceNow Business Analyst to drive complex Now Platform initiatives. You will translate operational challenges into clear requirements, collaborate with cross-functional teams, and design scalable workflows that improve efficiency and deliver measurable business value.

You will analyze existing processes, document user stories and acceptance criteria, and coordinate with administrators and developers to ensure compliant, high-quality