Business Analyst

Cognizant Softvision

8-10 Years

Bengaluru, India

Posted 2 hours ago
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Job Description

Job Title : Business Analyst
Job Summary : Serve as a seasoned Sr. Technical Consultant within a global enterprise environment translating complex business needs into scalable ServiceNow solutions across Orchestration Business Management CSM ITAM and ITOM. Collaborate with diverse teams in a hybrid work model to streamline processes increase service reliability and enable measurable value for the organization and its customers.
Experience : 8 - 10 years
Required Skills : Technical Skills: ServiceNow Orchestration ServiceNow Business Management ServiceNow CSM ServiceNowITAM ServiceNow ITOM Domain Skills:
Nice to have skills : Domain Skills:Telecom
Technology : Custom Service
Shift : Day
Responsibilities : -Analyze business processes and stakeholder needs to define detailed requirements for ServiceNow Orchestration Business Management CSM ITAM and ITOM capabilities ensuring alignment with strategic objectives and measurable business outcomes. -Collaborate with product owners architects and platform engineers to translate business requirements into well structured ServiceNow user stories acceptance criteria and configuration specifications that optimize platform usability and scalability. -Document current state and target state workflows for key enterprise services identifying gaps and recommending improvements that reduce manual effort enhance automation and strengthen service reliability. -Coordinate with ServiceNow configuration and development teams to clarify requirements validate solution design options and ensure that implemented features satisfy agreed functional and non functional needs. -Evaluate data models and integration points across IT service management asset management operations monitoring and customer service processes to support coherent and consistent ServiceNow implementations. -Facilitate workshops interviews and walkthrough sessions with stakeholders across business and technology groups to capture objectives refine priorities and gain consensus on solution approaches. -Create comprehensive business analysis artifacts such as process flow diagrams use cases stakeholder impact assessments and traceability matrices that support transparent decision making and audit ready documentation. -Develop test scenarios and support user acceptance testing by validating that configured ServiceNow features meet documented requirements documenting defects and collaborating with teams to resolve issues in a timely manner. -Monitor post implementation outcomes and key performance indicators for ServiceNow services analyzing performance trends and proposing enhancements that drive continuous improvement and higher customer satisfaction. -Coordinate change readiness activities such as communication inputs training content support and user guidance materials to help stakeholders adopt new ServiceNow capabilities with confidence and minimal disruption. -Partner with finance operations and technology teams to leverage ServiceNow Business Management data for portfolio insights demand forecasting and value realization reporting that supports informed funding decisions. -Engage with IT operations and asset management stakeholders to ensure that ServiceNow ITOM and ITAM capabilities deliver accurate inventory proactive monitoring and actionable insights that strengthen service continuity. -Apply awareness of telecom domain processes when relevant client contexts arise helping tailor ServiceNow solutions to industry specific scenarios such as service assurance incident handling and customer experience improvement. -Contribute to the refinement of business analysis standards reusable templates and knowledge assets that improve consistency shorten delivery cycles and expand organizational expertise in ServiceNow driven transformation. -Align daily activities to a hybrid working model by collaborating effectively in person and virtually using digital tools to maintain transparent communication and timely progress updates without requiring travel. -Support alignment of ServiceNow capabilities with environmental social and governance aspirations by promoting automation and data driven decisions that reduce waste and improve service accessibility for diverse user groups. -Maintain awareness of ServiceNow platform roadmaps and new features assessing their potential business impact and advising stakeholders on opportunities to leverage innovations for higher value outcomes. -Coordinate with data and reporting teams to define meaningful dashboards and reports from ServiceNow data that help executives and managers track service health customer experience and operational efficiency. -Collaborate with customer service stakeholders to refine ServiceNow CSM workflows that streamline case management knowledge access and proactive support contributing to improved satisfaction and faster resolution times. -Partner with security and compliance teams to ensure that ServiceNow implementations follow organizational policies and regulatory requirements reducing operational risk while simplifying audit activities. -Participate in agile ceremonies such as backlog refinement and sprint reviews providing business context clarifications and feedback that support predictable delivery and high quality increments. Qualifications -Bring eight to ten years of progressive experience in business analysis roles with a strong focus on enterprise platforms and service management solutions that support large scale organizations. -Demonstrate hands on experience in ServiceNow Orchestration by working with complex automation requirements integration triggers and workflow optimization aimed at reducing manual intervention and error rates. -Possess substantial experience in ServiceNow Business Management by engaging in demand management project and portfolio planning and value tracking activities that help leaders prioritize investments. -Offer proven experience in ServiceNow CSM by crafting customer journeys defining service channels and supporting case classification structures that drive efficient and empathetic customer interactions. -Show practical experience in ServiceNow ITAM and ITOM by contributing to asset lifecycle processes discovery activities and event correlation design that strengthen service visibility and operational resilience. -Apply domain exposure in telecom or comparable service intensive industries as a desirable asset enabling contextual understanding of network centric operations and subscription oriented customer models. -Use strong analytical documentation and communication skills to create clear requirements articulate trade offs and collaborate with both technical and non technical stakeholders in a hybrid work environment. -Utilize familiarity with agile methods and iterative delivery to work effectively within scrum or similar frameworks supporting continuous refinement of scope and timely delivery of ServiceNow enhancements.
Job Location : Primary Location :INKABLRA03(ITIND Manyata (MBP) Bld F3 SEZ) Alternate Location :NA NA Alternate Location 1 :NA NA
Job Type : Business Associate [60CW00]
Demand Requires Travel : No
Certifications Required : ServiceNow Certified System Administrator ServiceNow Certified Implementation Specialist in any relevant module