ServiceNow Business Analyst

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

We are currently seeking an experienced Senior Business Process Consultant / Senior Business Analyst with ServiceNow expertise to help organisations optimise processes, improve service delivery, and maximise the value of their ServiceNow investments.

This role provides the opportunity to work closely with business stakeholders, process owners, and technical delivery teams to design and implement process improvements that align with organisational goals and industry best practices. You will play a key role in bridging the gap between business and technology, ensuring solutions are fit for purpose, deliver measurable outcomes, and drive successful organisational change.

Key Responsibilities

• Facilitate workshops, interviews, and stakeholder meetings to gather, analyse, and document business requirements.
• Analyse existing business processes and design future-state ("to-be") processes that improve efficiency, effectiveness, and user experience.
• Provide process design guidance and best-practice recommendations based on ITIL and ServiceNow capabilities.
• Translate business requirements into functional specifications, user stories, and solution requirements for implementation teams.
• Work closely with stakeholders to understand business challenges and align solutions with organisational objectives.
• Recommend ServiceNow-based solutions that address business needs while supporting long-term scalability and governance.
• Ensure solutions comply with organisational standards, regulatory requirements, and operational policies.
• Conduct root cause analysis and identify corrective and preventative actions for process and operational issues.
• Assess risks associated with proposed solutions and communicate impacts, options, and recommendations to stakeholders.
• Act as the key liaison between business stakeholders and technical delivery teams throughout the project lifecycle.
• Support development teams by clarifying requirements and validating implemented solutions against business needs.
• Coordinate and support testing activities, including User Acceptance Testing (UAT), defect triage, and solution validation.
• Deliver training sessions, produce documentation, and support change management activities to drive successful user adoption.
• Identify opportunities for continuous process improvement and recommend enhancements that maximise the value of the ServiceNow platform.
• Promote process excellence and provide guidance to stakeholders on effective use of ServiceNow and related operational processes.

Skills & Experience

• Proven experience in Business Analysis, Business Process Consulting, or Process Design roles.
• Hands‑on experience delivering ServiceNow implementations across multiple modules and business functions.
• Strong process design and business process optimisation experience.
• Experience gathering, documenting, and managing business and functional requirements.
• Strong understanding of ServiceNow capabilities and how they can be leveraged to improve business processes.
• Experience working in Agile delivery environments and collaborating with cross‑functional project teams.
• Knowledge of ITIL frameworks and service management best practices (ITIL v3 or ITIL 4 preferred).
• Strong workshop facilitation, stakeholder management, and communication skills.
• Proven ability to analyse complex business problems and develop practical, scalable solutions.
• Experience supporting organisational change, training, user adoption, and process transformation initiatives.
• Strong analytical thinking, problem‑solving capability, and attention to detail.
• Ability to balance business priorities, technical constraints, and stakeholder expectations.
• Excellent leadership and collaboration skills with the ability to mentor team members and influence outcomes.

Next Steps

Cognizant is committed to providing Equal Employment Opportunities.

Successful candidates will be required to undergo a background check.