Job Description

:

• The ServiceNow Business Analyst will be responsible for defining both the functional and non-functional requirements specifications using best practices (i.e., use cases)
• Develops a solid understanding of Global Stakeholders\' requirements, and applies industry best practices and knowledge of ServiceNow to design an optimal solution that supports the business process that meets functional requirements
• This excellent role will manage efforts across various Global stakeholders and be the liaison with the ServiceNow development team for deployment. As well as stablish, measure, and report progress on KPI\'s
• Facilitate requirements gathering and process mapping workshops w.r.t Catalogue (ITSM) and integrations with various tools. Perform gap analysis (as is functionality versus "to be" functionality). Gather requirements, test, and train stakeholders based on customer requirements. Define detailed requirements in working with the process owners in the form of stories for development with detailed design elements for each story captured.
• Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication.
• Ability to write clear, concise and accurate functional documentation, like requirement stories with acceptance criteria, use cases, test scripts, and training documentation
• Prioritize enhancement efforts across global stakeholders to manage global processes
• Participate in User Acceptance testing and recommend improvements.
• Review functionality of upcoming upgrades and/or existing functionality and work with the stakeholders to prioritize new functionality

Technical Expertise:
Strong capability to perform:

• Business analysis, Gap analysis on ITSM Tools (ServiceNow is a must)
• Knowledge on CSM serviceNow Module is MUST along with other modules like Reportings including PA. Other modules knowledge like ITSM should be ADD ON.
• Strong knowledge on ITIL process methodologies
• Well-versed in SDLC methodologies: Agile, Waterfall
• Amazing ability to perform: Requirements gathering, Process mapping via ITIL, Business process reengineering
• Strong Understanding of Change & Release management
• Strong communication skills & able manage communication with customer & offshore teams
• Perform testing of ServiceNow upgrades and patching, including planning, conducting, and documenting results of testing

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Nov 15 2023

About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world\'s leading professional services companies, transforming clients\' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

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