About the Position

Service Now Senior Business Analyst

Date published: Jul 10 2026

Location: Barranquilla, Colombia

Job category: IT Infrastructure

Work model: Work from Home

Job Summary

The Sr Business Analyst will translate complex business needs into scalable solutions using ServiceNow ITAM and ITSM platforms in a hybrid work model. The role focuses on optimizing asset lifecycle processes, enhancing service management workflows, and aligning stakeholders around data-driven decisions to improve operational efficiency and service quality for a global enterprise.

Responsibilities

Drive detailed analysis of business processes related to IT asset and service management to identify gaps, redundancies, and improvement opportunities that directly enhance operational efficiency and service quality for enterprise stakeholders.
Translate complex functional requirements into clear ServiceNow ITAM and ITSM configurations and user stories that enable teams to deliver stable, scalable, and maintainable solutions aligned with enterprise standards.
Collaborate closely with process owners, platform engineers, and operations teams to design end-to-end workflows for asset lifecycle management, including request, procurement, deployment, maintenance, and retirement.
Facilitate requirement workshops, process mapping sessions, and backlog refinement meetings in a hybrid work model to ensure continuous alignment between business expectations and platform capabilities.
Document current and future state processes, data models, and business rules in a comprehensive yet concise manner to support sustainable platform governance and knowledge retention.
Coordinate functional testing, user acceptance testing, and defect triage activities for ServiceNow changes to ensure solutions meet functional expectations, quality standards, and compliance needs.
Develop meaningful dashboards and reports leveraging ServiceNow data to provide insight into asset utilization, service performance, and compliance metrics that inform strategic decisions.
Partner with finance, procurement, and operations teams to support asset reconciliation, cost optimization, and audit readiness through accurate configuration of ServiceNow ITAM modules.
Provide day-to-day support and guidance to business users on ServiceNow ITAM and ITSM features, ensuring efficient incident handling, request fulfillment, and adherence to defined processes.
Align project work with organizational goals by prioritizing initiatives that improve employee experience, reduce manual work, and support responsible use of technology resources.
Contribute to continuous improvement initiatives by analyzing feedback, measuring outcomes, and proposing enhancements that strengthen the value of ServiceNow solutions for the organization and society.
Ensure compliance with data governance, security, and regulatory requirements by validating that ServiceNow configurations and workflows adhere to enterprise policies and controls.
Adapt effectively to a hybrid work environment by using collaboration tools, clear communication, and structured documentation to maintain transparency and productivity across distributed teams.

Qualifications

Apply advanced knowledge of ServiceNow ITAM capabilities, such as hardware and software asset management, to design configurations that support accurate asset tracking, license optimization, and lifecycle governance.
Utilize strong ServiceNow ITSM expertise across incident, problem, change, and request processes to create integrated workflows that improve service reliability and response times.
Leverage domain understanding of asset management operations to connect business policies, vendor contracts, and inventory data with practical solutions on the ServiceNow platform.
Bring eight to twelve years of progressive business analysis experience in enterprise environments, demonstrating consistent ownership of complex initiatives and measurable delivery outcomes.
Employ excellent communication and stakeholder engagement skills to gather requirements, manage expectations, and educate non-technical audiences on ServiceNow capabilities and limitations.
Demonstrate proficiency in process modeling, requirements documentation, and acceptance criteria definition using tools that support traceability and clarity for multidisciplinary teams.
Apply analytical and problem-solving skills to interpret large data sets from ServiceNow and related systems, identifying trends, risks, and opportunities that influence strategic decisions.
Exhibit familiarity with working in hybrid models and collaborating across time zones, ensuring reliable participation in day shift activities without travel requirements.

We Offer

Competitive compensation
Comprehensive benefits program
Opportunities for professional growth and development
Flexible working arrangements

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Additional employment information

Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, state, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

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Benefits that help you thrive and grow

Our benefits program is built with you in mind-so you can enjoy a fulfilling, balanced, and healthy life.

Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program, and more.

Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities to explore new technologies, industries, and locations-and build the skills you need to grow your career.

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

Step 4: Decision time

Our team will then review each candidate’s potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us-but you can count on us to keep you updated.

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Service Now Senior Business Analyst

Job Description, Responsibilities & Requirements