Service Now Team Lead/ Business Analyst

Cognizant; Wisconsin; On-site; USD 79,000 - 91,000; Full time

Job summary

Cognizant is seeking a Service Now Team Lead/Business Analyst to provide hands-on technical leadership, architecture guidance, and delivery oversight for the ServiceNow platform in the US. You will bridge business stakeholders with developers, guide roadmap execution, and enforce CMDB/CMDB governance across core modules.

You will lead a cross-functional team, mentor engineers, and drive release cycles while aligning with ITIL v4 and Agile/Scrum practices.

Qualifications

• 6+ years of hands-on experience in ServiceNow solution design, implementation, and administration.
• 2+ years of leading technical teams or projects.

Responsibilities

• Lead day-to-day operations, task planning, code reviews, and QA for a team of developers, sysadmins, and analysts.
• Enforce ServiceNow development standards, scoping best practices, and release management workflows.
• Mentor team on script performance, Flow Designer automation, and platform upgrades.
• Architect end-to-end solutions across ITSM, ITOM, HAM/SAM, CSDM/CMDB, CSM, HRSD.
• Design enterprise integrations using Integration Hub, REST/SOAP, and Mid Servers.
• Establish CMDB class hierarchy, data reconciliation, and discovery schedules.
• Translate business requirements into technical user stories, diagrams, and roadmaps.
• Collaborate with Process Owners and IT Operations to manage backlog and sprint execution.
• Serve as primary escalation point for incidents and complex bugs.

Skills

ServiceNow

Team Leadership

JavaScript

Flow Designer

Integration Hub

REST/SOAP APIs

ITSM

CMDB/CSDM

ATF/Automation

Agile/Scrum

ITIL v4

Tools

Glide API

Job description

Cognizant is seeking a Service Now Team Lead/Business Analyst for a full-time opportunity.

Applicants must be authorized to work in the US. Cognizant will not offer visa sponsorship now or anytime in the future

The ServiceNow Team Lead/Business Analyst provides hands-on technical leadership, solution architecture guidance, and delivery oversight for the ServiceNow platform. This role bridges business stakeholders and technical developers - guiding platform roadmap execution, establishing architecture standards (CSDM, CMDB governance, custom applications), managing release cycles, and mentoring developers and system administrators.

Key Responsibilities

• Lead day-to-day operations, task planning, code reviews, and quality assurance for a team of developers, system administrators, and technical analysts.
• Enforce ServiceNow development standards, scoping best practices, and release management workflows to minimize technical debt and customization overhead.
• Mentor team members on script performance (Client Scripts, Business Rules, Script Includes), Flow Designer automation, and platform upgrades.
• Architect end-to-end solutions aligned with ServiceNow Out-of-the-box (OOTB) functionality across core modules (ITSM, ITOM, HAM/SAM, CSDM/CMDB, CSM, HRSD).
• Design enterprise integration using Integration Hub, REST/SOAP Web Services, and Mid Servers to connect external IT, HR, and security ecosystems.
• Establish and enforce CMDB class hierarchy rules, data reconciliation, Discovery schedules, and CSDM lifecycle alignment.
• Translate complex business requirements into technical user stories, architecture diagrams, and release roadmaps.
• Collaborate with Process Owners, Enterprise Architects, and IT Operations to prioritize platform backlog items and manage sprint execution.
• Serve as the primary technical escalation point for critical production incidents and complex bug remediation.

Required Qualifications & Skills

• 6+ years of hands-on experience in ServiceNow solution design, implementation, and administration, with at least 2+ years leading technical teams or projects.
• Core Skills: Advanced knowledge of JavaScript, Glide API, Flow Designer, Integration Hub, Service Portal, App Engine, and REST/SOAP APIs.
• Platform Breadth: Proven expertise in ITSM, CMDB/CSDM, and at least two additional core modules (e.g., ITOM, ITAM/HAM, CSM, SPM, or SecOps).
• Methodologies: Experience with Agile/Scrum delivery models, ITIL v4 frameworks, and automated test frameworks (ATF).

Certifications (Preferred / Required)

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS) - ITSM / HAM / CMDB / Discovery
• ITIL v4 Foundation Certification

The salary range for this role is between $79,000 and $91,000 depending on skills and qualifications of the candidate. Applications will be accepted till 9/4/2026.