Senior ServiceNow Process Optimization Lead

Cognizant; Hinoba-an; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Cognizant is seeking an experienced Senior Business Process Consultant / Senior Business Analyst with deep ServiceNow expertise to optimise processes and drive value from ServiceNow investments. You will bridge business and technical teams to design, implement and govern scalable improvements aligned with ITIL and industry best practices.

You will lead workshops, gather requirements, map as-is and to-be processes, and translate needs into actionable specs for delivery teams.

Qualifications

• Proven experience in Business Analysis, Business Process Consulting, or Process Design roles.
• Hands-on ServiceNow implementations across multiple modules and functions.
• Strong process design and optimization experience.
• Experience gathering, documenting, and managing business requirements.
• ServiceNow knowledge to improve processes; ITIL familiarity required.
• Agile delivery experience and cross-functional collaboration.
• ITIL v3 or ITIL 4 knowledge is preferred.
• Excellent workshop facilitation and stakeholder communication.
• Ability to analyze complex problems and develop scalable solutions.
• Experience supporting change, training, user adoption, and transformation.

Responsibilities

• Facilitate workshops, interviews, and stakeholder meetings to gather requirements.
• Analyse current processes and design future-state improvements.
• Provide guidance on best-practice ServiceNow capabilities.
• Translate requirements into functional specs and user stories.
• Collaborate with stakeholders to align solutions with goals.
• Recommend ServiceNow-based solutions for scalability and governance.
• Ensure compliance with standards, regulation, and policies.
• Lead testing coordination and sign-off activities.
• Assist in training and change management efforts.

Skills

Business Analysis

Process Design

ServiceNow

ITIL

Agile

Stakeholder management

Workshops facilitation

Requirements management

Process optimization

Solution design

Leadership

Tools

ServiceNow (multi-module)

Job description

Cognizant is seeking an experienced Senior Business Process Consultant / Senior Business Analyst with deep ServiceNow expertise to optimise processes and drive value from ServiceNow investments. You will bridge business and technical teams to design, implement and govern scalable improvements aligned with ITIL and industry best practices.

You will lead workshops, gather requirements, map as-is and to-be processes, and translate needs into actionable specs for delivery teams.