Senior ServiceNow Business Systems Analyst (ITSM & SAM Pro) | Cognitive Minds | San Jose, CA

Cognitive Minds Llc; San Jose (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Cognitive Minds is seeking a Senior ServiceNow Business Systems Analyst to lead ITSM and SAM Pro initiatives in a large enterprise environment in San Jose, CA. You will bridge business needs with technical teams, drive requirements, configure ServiceNow modules, and guide end-to-end implementation from discovery through production support.

The ideal candidate has 5+ years of BSA experience, hands-on ServiceNow administration, and strong stakeholder management.

Qualifications

• 5+ years of Business Systems Analyst experience in enterprise IT environments.
• 3+ years of hands-on ServiceNow platform administration experience.
• Strong expertise in ServiceNow IT Service Management (ITSM) modules including Incident, Problem, Change, Request, Knowledge and Service Catalog.
• Proven experience implementing and supporting ServiceNow SAM Pro solutions.
• Strong understanding of Business Rules, Client Scripts, and UI Policies.
• Working knowledge of JavaScript and ServiceNow scripting concepts.
• Experience with Import Sets, Transform Maps, and large-scale data loading activities.
• Experience designing and supporting REST and SOAP integrations.
• Strong understanding of Service Catalog, Workflows, and Flow Designer.
• Experience creating dashboards, reports, and data visualizations.
• Knowledge of user administration, role management, group administration, and access governance.
• Experience using the ServiceNow Support Portal and managing product support cases.
• Strong business analysis skills including requirements gathering, process mapping, user stories, functional specifications, and test scenarios.
• Solid understanding of Agile, Scrum, and Software Development Life Cycle (SDLC) methodologies.
• Excellent communication, stakeholder management, analytical, and problem-solving skills.

Responsibilities

• Gather, analyze, and document business requirements, user stories, process flows, and functional specifications.
• Facilitate stakeholder workshops to identify business challenges and solution opportunities.
• Lead end-to-end ServiceNow implementation and enhancement projects from discovery through production deployment.
• Manage System Integration Testing (SIT), UAT, defect tracking, and production readiness activities.
• Provide production support through incident triage, troubleshooting, root cause analysis, and issue resolution.
• Serve as a functional SME for ServiceNow ITSM and SAM Pro processes.
• Collaborate with developers, architects, administrators, and business stakeholders to deliver optimal solutions.
• Support release planning, change management, platform upgrades, and continuous improvement initiatives.
• Administer ServiceNow platform functionality including users, roles, groups, permissions, and governance controls.
• Manage data imports, transform maps, email notifications, workflows, integrations, and platform configurations.
• Develop and maintain documentation, reporting dashboards, and business process artifacts.
• Coordinate with ServiceNow Product Support and manage support cases when required.

Skills

Business analysis

ServiceNow admin

ITSM

SAM Pro

JavaScript

UI Policies

REST/SOAP

Import Sets

Dashboards

Agile SDLC

Stakeholder management

Tools

ServiceNow

Transform Maps

Workflows

Flow Designer

Job description

Senior ServiceNow Business Systems Analyst (ITSM & SAM Pro) | Cognitive Minds | San Jose, CA

Recruiting Company: Cognitive Minds

Job Location: San Jose, California, USA

Job Type: Contract

Additional Information

• Contract opportunity
• Senior‑level position
• Enterprise ServiceNow environment
• Focus on IT Service Management (ITSM) and Software Asset Management Professional (SAM Pro)
• Immediate consideration for qualified candidates

Position Summary

Cognitive Minds is seeking an experienced Senior ServiceNow Business Systems Analyst (BSA) to lead business analysis, platform administration, and ServiceNow implementation initiatives within a large‑scale enterprise environment. This role combines deep ServiceNow functional expertise with strong stakeholder engagement skills to drive digital transformation, process optimization, and operational excellence across IT service management and asset management functions.

Detailed Job Description

The Senior ServiceNow Business Systems Analyst will serve as a key liaison between business stakeholders and technical teams, ensuring that ServiceNow solutions align with organizational objectives and operational requirements. The successful candidate will lead requirements gathering workshops, document business processes, support platform enhancements, and drive successful implementation of ServiceNow ITSM and SAM Pro capabilities. This role requires hands‑on experience across the full project lifecycle, including solution design, testing, deployment, production support, and continuous improvement initiatives. You will collaborate closely with ServiceNow developers, architects, administrators, and business leaders to deliver scalable solutions that enhance service delivery, governance, and asset management. This is an excellent opportunity for a ServiceNow professional looking to make a significant impact within a complex enterprise technology environment.

Key Responsibilities

• Gather, analyze, and document business requirements, user stories, process flows, and functional specifications
• Facilitate stakeholder workshops to identify business challenges and solution opportunities
• Lead end‑to‑end ServiceNow implementation and enhancement projects from discovery through production deployment
• Manage System Integration Testing (SIT), User Acceptance Testing (UAT), defect tracking, and production readiness activities
• Provide production support through incident triage, troubleshooting, root cause analysis, and issue resolution
• Serve as a functional Subject Matter Expert (SME) for ServiceNow ITSM and SAM Pro processes
• Collaborate with developers, architects, administrators, and business stakeholders to deliver optimal solutions
• Support release planning, change management, platform upgrades, and continuous improvement initiatives
• Administer ServiceNow platform functionality including users, roles, groups, permissions, and governance controls
• Manage data imports, transform maps, email notifications, workflows, integrations, and platform configurations
• Develop and maintain documentation, reporting dashboards, and business process artifacts
• Coordinate with ServiceNow Product Support and manage support cases when required

Required Qualifications & Skills

• 5+ years of Business Systems Analyst experience in enterprise IT environments
• 3+ years of hands‑on ServiceNow platform administration experience
• Strong expertise in ServiceNow IT Service Management (ITSM) modules including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog
• Proven experience implementing and supporting ServiceNow Software Asset Management Professional (SAM Pro) solutions
• Strong understanding of Business Rules, Client Scripts, and UI Policies
• Working knowledge of JavaScript and ServiceNow scripting concepts
• Experience with ServiceNow email notifications, inbound and outbound email processing
• Hands‑on experience with Import Sets, Transform Maps, and large‑scale data loading activities
• Experience designing and supporting REST and SOAP integrations
• Strong understanding of Service Catalog, Workflows, and Flow Designer
• Experience creating dashboards, reports, and data visualizations
• Knowledge of user administration, role management, group administration, and access governance
• Experience using the ServiceNow Support Portal and managing product support cases
• Strong business analysis skills including requirements gathering, process mapping, user stories, functional specifications, and test scenarios
• Solid understanding of Agile, Scrum, and Software Development Life Cycle (SDLC) methodologies
• Excellent communication, stakeholder management, analytical, and problem‑solving skills

Nice-to-Have Skills

• ServiceNow Certified System Administrator (CSA) certification
• ServiceNow Certified Implementation Specialist (CIS) in ITSM and/or SAM
• Experience with Configuration Management Database (CMDB) and Hardware Asset Management (HAM)
• Knowledge of ServiceNow Now Assist capabilities and AI-powered automation features
• Experience with Employee Workflows and enterprise workflow automation
• Experience supporting large‑scale enterprise ServiceNow deployments
• Expertise in ServiceNow upgrades, release planning, and platform modernization initiatives

Recruitment Pro Tip

Highlight specific ServiceNow implementations you have led, including measurable outcomes, ITSM transformations, SAM Pro deployments, and stakeholder‑facing responsibilities. Candidates who can clearly demonstrate both business analysis expertise and hands‑on ServiceNow platform experience typically stand out during the selection process.