Business Analyst - Infrastructure Operations & ServiceNow

Cognizant is seeking a Business Analyst to support enterprise infrastructure operations and ServiceNow-based service management. The role manages operational stability, coordinates incident, problem, and change activities, analyzes recurring issues, develops documentation, and drives automation and continuous improvement across infrastructure services.

Responsibilities:

• Manage daily infrastructure operations to maintain high availability, performance, and reliability of critical business services
• Coordinate incident, problem, and change management activities through ServiceNow, ensuring timely resolution and effective service delivery
• Analyze recurring issues, perform root cause investigations, and implement sustainable improvements that reduce operational risk and service disruptions
• Create clear documentation, knowledge articles, operational runbooks, and stakeholder communications that simplify complex technical information through effective storytelling
• Monitor operational performance, identify opportunities for automation and process optimization, and drive continuous improvement initiatives that enhance service quality and user experience

Requirements:

• Hands-on experience using ServiceNow for Incident Management, Problem Management, Change Management, and Service Request fulfillment within medium to large enterprise environments
• Strong understanding of infrastructure operations, including server management, networking fundamentals, application support processes, and operational best practices
• Proven experience analyzing operational data, identifying trends, developing reports, and implementing process improvements based on measurable outcomes
• Experience creating operational documentation, knowledge articles, standard operating procedures, and support guides for technical and non-technical audiences
• Excellent communication and stakeholder management skills with the ability to provide clear updates, facilitate incident reviews, and manage expectations effectively
• Demonstrated ability to translate complex technical concepts into easy-to-understand narratives, presentations, and reports using storytelling techniques
• Experience working with distributed or global teams while maintaining high standards of collaboration and service delivery
• Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship
• ServiceNow Administrator certification
• ITIL Foundation certification or equivalent IT Service Management certification
• Experience optimizing ServiceNow workflows, forms, approvals, and task structures to improve operational efficiency
• Knowledge of infrastructure monitoring, automation tools, and proactive service management practices
• Experience supporting audit, security, and compliance requirements within enterprise environments
• Ability to mentor junior team members and promote operational excellence through process standardization and knowledge sharing