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Business Analyst
Cognizant
Karnataka, IND
Full-time
Mid-Senior
Hybrid
Discovered 1 weeks ago
ServiceNow CSMServiceNow TSMBusiness process analysisProcess reengineeringUser stories and acceptance criteriaFunctional specifications
Free
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ServiceNow CSMServiceNow TSMBusiness process analysis
Role Overview
This hybrid role seeks an experienced Business Analyst with deep expertise in ServiceNow CSM and ServiceNow TSM.
The role translates complex business needs into scalable platform solutions and supports enterprise transformation initiatives.
The role operates during day shifts and does not require travel.
Key Skills for This Role
ServiceNow CSMServiceNow TSMBusiness process analysisProcess reengineeringUser stories and acceptance criteriaFunctional specifications
Full Job Posting
Job summary
This hybrid role seeks an experienced Business Analyst with deep expertise in ServiceNow CSM and ServiceNow TSM.
The role translates complex business needs into scalable platform solutions and supports enterprise transformation initiatives.
The role operates during day shifts and does not require travel.
Business analysis
- Capture business requirements and translate them into ServiceNow CSM and TSM user stories with measurable business value.
- Analyze customer service processes and case management workflows to identify gaps and reduce manual effort.
- Design and document end-to-end process flows aligned with business objectives, policies, and regulatory standards.
- Conduct impact analysis for features and enhancements across integrations, data quality, reporting, and user experience.
Solution delivery
- Partner with ServiceNow architects and developers to review functional designs and validate maintainable solutions.
- Create functional specifications and configuration guides for CSM and TSM modules.
- Coordinate functional testing, regression validation, and acceptance-criteria verification.
- Facilitate workshops and walkthroughs with process owners to refine solutions using operational feedback.
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