ServiceNow Business Process Consultant

Cognizant; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Cognizant is hiring ServiceNow Business Process Consultants across all experience levels. The role centers on translating business requirements into platform solutions, bridging stakeholders and delivery teams, and anchoring implementations in sound process design and organizational readiness.

Responsibilities include leading workshops, mapping requirements to ServiceNow designs, and maintaining traceability from discovery through sign-off.

Qualifications

• Minimum of 5 years Business Analysis experience.
• Strong facilitation and communication skills.
• Ability to produce clear, structured BA artefacts: process maps, user stories, test scripts, RTMs, and RAID logs.
• Understanding of the ServiceNow module relevant to your primary specialism — hands-on platform exposure is an advantage.
• Good understanding of Agile/Scrum — comfortable participating in sprint ceremonies and iterating on requirements.
• At Senior/Lead level: proven track record owning full BA workstreams, leading change management, and engaging executive stakeholders.

Responsibilities

• Facilitate and document requirements workshops with business and IT stakeholders across all relevant process areas.
• Translate business requirements into ServiceNow configuration specifications, process maps, user stories, and functional design documents.
• Maintain requirements traceability matrices and ensure all requirements are tracked from discovery through to sign-off.
• Advise stakeholders on ServiceNow capabilities, standard processes, and configuration options for their module.

Skills

Business analysis

Facilitation

Communication

User stories

Agile/Scrum

Stakeholder management

Education

Bachelor's degree in IS/CS/Business/Engineering

Job description

We are hiring ServiceNow Business Process Consultants across all experience levels. The BPC role is at the heart of every ServiceNow engagement — translating business requirements into platform solutions, bridging stakeholders and delivery teams, and ensuring every implementation is anchored in sound process design and organizational readiness.

Role & Responsibilities

• Facilitate and document requirements workshops with business and IT stakeholders across all relevant process areas
• Translate business requirements into ServiceNow configuration specifications, process maps, user stories, and functional design documents
• Maintain requirements traceability matrices and ensure all requirements are tracked from discovery through to sign-off
• Advise stakeholders on ServiceNow capabilities, standard processes, and configuration options for their module

Requirements

• Minimum of 5 years Business analysis experience
• Strong facilitation and communication skills — able to run workshops and manage diverse stakeholder groups
• Ability to produce clear, structured BA artefacts: process maps, user stories, test scripts, RTMs, and RAID logs
• Understanding of the ServiceNow module relevant to your primary specialism — hands-on platform exposure is an advantage
• Good understanding of Agile/Scrum — comfortable participating in sprint ceremonies and iterating on requirements
• At Senior/Lead level: proven track record owning full BA workstreams, leading change management, and engaging executive stakeholders

Domain knowledge

• ITSM: ITIL framework, IT service desk operations, change and problem management processes
• ITOM: IT infrastructure environments (server, network, cloud); CMDB governance and CSDM concepts; Discovery scoping and CI lifecycle management
• HRSD: HR service delivery processes across HR COEs; PDPA and HR data privacy awareness
• CSM: omnichannel customer service operations, SLA/entitlement management, contact centre processes
• GRC/IRM: enterprise risk, compliance, and audit processes; MAS TRM and ISO 27001 awareness (Singapore-regulated clients)
• SPM: portfolio and project management methodologies (PMBOK, PRINCE2, SAFe); PMO operating models
• FSM: field service operations, scheduling, work order management, and asset maintenance governance

Certifications

• ITIL Foundation v3/v4 — Preferred at all levels
• ServiceNow CSA — Preferred from BA level; advantageous at Associate
• ServiceNow CIS in primary module — Preferred from Senior BPC level
• CBAP / CCBA — Advantageous from Senior BPC level
• Agile / Scrum Practitioner — Advantageous at all levels
• Domain certifications (e.g. ISO 27001, PMP) — Module-specific advantageous

Education

• Degree in Information Systems, Computer Science, Business, Engineering, or equivalent practical experience.