ServiceNow Business Analyst – Senior Manager

Cognizant; Phoenix (AZ); Remote; USD 119,000 - 135,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long‑term/Short‑term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant seeks a Senior Manager ServiceNow Business Analyst to bridge business needs and technology across ServiceNow implementations. This remote US role focuses on discovery, requirements to user stories, and backlog prioritization for Agile teams.

Required: 8+ years in IT with BA/Systems/Process roles, 4+ years on ServiceNow (ITSM/CSM/FSM/Asset Mgmt), CSA certification plus another ServiceNow cert. Strong communication and stakeholder skills are essential.

Qualifications

• 8+ years in IT with BA/Systems/Process Analyst roles
• 4+ years hands-on with ServiceNow (ITSM/CSM/FSM/Asset Mgmt)
• Current CSA certification required
• At least one additional active ServiceNow certification required
• Proven experience gathering requirements and translating into user stories and specs
• Strong experience with Agile/Scrum including sprint planning and backlog refinement
• Experience supporting UAT activities, defect tracking, and solution validation
• Excellent communication and stakeholder management skills
• Ability to work in cross-functional and multi-vendor environments

Responsibilities

• Lead discovery sessions and requirements workshops with stakeholders, process owners, and technical teams
• Translate business requirements into user stories, acceptance criteria, process flows, and functional specifications
• Prioritize backlogs with product owners and support Agile/Scrum ceremonies
• Facilitate communication between business and technical teams throughout the project lifecycle
• Coordinate UAT, document defects, and support issue resolution efforts
• Prepare project status updates and communicate progress, risks, dependencies, and mitigation plans
• Manage scope discussions and support change request processes to ensure project success

Skills

Agile/Scrum

Stakeholder management

UAT support

Requirements gathering

Cross-functional collaboration

Excellent communication

Education

ServiceNow CSA Certification

Additional ServiceNow Certification (CIS-ITSM/CSM/FSM/HAM/SAM)

Tools

ServiceNow Platform

Job description

ServiceNow Business Analyst – Senior Manager

Location: Remote

Employment Type: Full-Time

Job ID: 00070538751

About the Role

As a ServiceNow Business Analyst, you will play a critical role in bridging business needs and technology solutions by translating complex requirements into actionable deliverables that drive successful ServiceNow implementations and enhancements. You will collaborate closely with business stakeholders, product owners, developers, and project teams to improve business processes and deliver impactful solutions across the ServiceNow platform.

In this role, you will:

• Lead discovery sessions and requirements workshops with business stakeholders, process owners, and technical teams.
• Translate business requirements into user stories, acceptance criteria, process flows, and functional specifications.
• Partner with product owners and delivery teams to prioritize backlogs and support Agile/Scrum ceremonies.
• Facilitate communication between business and technical teams throughout the project lifecycle.
• Coordinate User Acceptance Testing (UAT), document defects, and support issue resolution efforts.
• Prepare project status updates and communicate progress, risks, dependencies, and mitigation plans.
• Manage scope discussions and support change request processes to ensure project success.

Work Model

We strive to provide flexibility wherever possible. Based on this role's business requirements, this is a remote position open to qualified applicants located within the United States. While remote, candidates located in or near Irving, Texas are strongly preferred.

Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

What You Need to Have to Be Considered

• 8+ years of experience as a Business Analyst, Systems Analyst, or Process Analyst within IT organizations.
• 4+ years of hands‑on experience working with the ServiceNow platform, including ITSM, CSM, FSM, Asset Management, or related modules.
• Current ServiceNow Certified System Administrator (CSA) certification is required.
• At least one additional active ServiceNow certification (such as CIS-ITSM, CIS-CSM, CIS-FSM, CIS-HAM, CIS-SAM, or equivalent) is required.
• Proven experience gathering requirements and translating them into user stories, acceptance criteria, and functional specifications.
• Strong experience working in Agile/Scrum environments, including sprint planning, backlog refinement, and stakeholder collaboration.
• Experience supporting UAT activities, defect tracking, and solution validation.
• Excellent communication, facilitation, and stakeholder management skills.
• Ability to work effectively in cross‑functional and multi‑vendor environments.

These Will Help You Stand Out

• Experience supporting large-scale ServiceNow transformation or implementation programs.
• Experience working across multiple ServiceNow modules and business functions.
• Knowledge of ServiceNow best practices, governance, and platform capabilities.
• Experience with workflow optimization and business process improvement initiatives.
• Strong analytical, problem‑solving, risk management, and stakeholder engagement skills.

Salary and Other Compensation:

Applicants will be accepted till 10/29/2026

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship.

Please note, this role cannot offer visa transfer or sponsorship now or in the future

The annual salary for this position will be in the range of $119,000 - $135,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long‑term/Short‑term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer:

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, creativity, productivity, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.

If you are content with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you!

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.