ServiceNow Business Analyst (CSM) - Remote

About the Position

ServiceNow Business Analyst (CSM) - Remote, Canada

Location: Remote

Employment Type: Full-Time

Cognizant is seeking an experienced ServiceNow Business Analyst with Customer Service Management (CSM) expertise to support enterprise ServiceNow transformation initiatives. In this role, you will partner with business stakeholders, product owners, and technical teams to gather requirements, define business processes, manage backlogs, and ensure successful delivery of ServiceNow CSM solutions in an Agile environment.

This is an excellent opportunity for a collaborative and detail-oriented Business Analyst who is passionate about driving business value through ServiceNow platform capabilities.

Responsibilities

• Lead discovery workshops, stakeholder interviews, and working sessions to understand current-state processes, business challenges, and future-state requirements within ServiceNow CSM.
• Elicit, analyze, and document business requirements, user stories, acceptance criteria, process flows, business rules, and data requirements.
• Manage and refine the product backlog in partnership with project leadership, ensuring requirements are prioritized and ready for Agile delivery.
• Collaborate with business and technical teams to align on solution scope, process design, reporting requirements, and operational readiness.
• Participate in Agile ceremonies including backlog grooming, sprint planning, sprint reviews, requirement clarification, and defect triage.
• Support business process mapping, data validation, and end-to-end requirements traceability throughout the project lifecycle.
• Coordinate User Acceptance Testing (UAT), including test scenario development, acceptance validation, defect management, and business sign-off activities.
• Assist with organizational change management activities, including training materials, user readiness documentation, and production transition support.

Requirements

• ServiceNow Customer Service Management (CSM) certification required.
• 5+ years of experience as a Business Analyst supporting enterprise platform implementations or ServiceNow transformation programs.
• Strong experience with ServiceNow CSM and working knowledge of ITSM and CMDB modules.
• Proven expertise in requirements gathering, process mapping, stakeholder management, backlog prioritization, and workshop facilitation.
• Experience creating user stories, acceptance criteria, business rules, process documentation, and test scenarios within Agile delivery frameworks.
• Strong communication and collaboration skills with the ability to engage business stakeholders and technical teams effectively.
• Experience supporting User Acceptance Testing (UAT), defect management, and business validation activities.
• Familiarity with ITIL-based service management processes is highly preferred.

Nice to Have

• Agile, Scrum, CBAP, CCBA, ITIL, or related Business Analysis certification.
• Experience supporting large-scale ServiceNow implementations or digital transformation initiatives.
• Knowledge of change management, training development, and operational readiness activities.

We Offer

• Annual Salary: $77,000 - $90,000 CAD depending on experience and other qualifications.
• 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

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.

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Things to Know Before You Apply

• Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
• Accommodations: 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.
• AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
• Open position: Unless otherwise stated, this job posting is for an open position on our team.
• Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
• Inclusion: 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, provincial, or local laws.