Job Summary
Drive complex Service Now Now Platform initiatives as a seasoned Business Analyst with extensive experience in process analysis requirement translation and platform optimization. Collaborate with cross functional stakeholders in a hybrid work model to design scalable workflows that enhance operational efficiency and provide measurable business value while aligning with merchandising strategies where applicable.
Responsibilities Collaborate with business stakeholders to understand complex operational challenges and translate them into clear Service Now Now Platform requirements that drive measurable efficiency gains.
Analyze existing workflows and data flows on the Service Now Now Platform to identify gaps and recommend improvements that enhance usability reliability and end user satisfaction.
Document detailed business requirements user stories and acceptance criteria for Service Now modules to ensure accurate configuration and successful implementation by technical teams.
Coordinate with Service Now administrators and developers to validate solutions against requirements and ensure configurations align with enterprise standards and compliance needs.
Facilitate requirement workshops discovery sessions and backlog refinement activities in a hybrid work environment to maintain alignment among business and technology teams.
Evaluate current merchandising related processes where relevant and propose Service Now enabled enhancements that improve product lifecycle visibility and decision making quality.




Monitor platform usage metrics and user feedback to identify optimization opportunities and guide continuous improvement initiatives across Service Now workflows and catalogs.
Develop clear process maps impact assessments and business cases that demonstrate how Service Now enhancements support organizational objectives and deliver tangible business outcomes.
Create and maintain high quality functional documentation including process narratives and configuration overviews to support knowledge transfer and long term maintainability.
Support testing cycles by preparing test scenarios validating outcomes and ensuring that Service Now solutions meet defined quality standards before deployment in day shift operations.
Collaborate with data and reporting teams to define Service Now reporting needs and dashboards that provide actionable insights to business stakeholders and management.
Advise stakeholders on best practices for Service Now usage governance and request management to reduce manual effort and improve consistency across business units.
Coordinate with change management teams to support communication and training efforts so that users can adopt new Service Now features smoothly in a hybrid work setting.



Qualifications Apply extensive experience as a senior Business Analyst to guide requirement discovery stakeholder communication and documentation practices in complex enterprise environments.
Utilize deep practical knowledge of the Service Now Now Platform including core modules and workflow capabilities to shape solutions that are scalable and maintainable.
Leverage familiarity with merchandising processes such as assortment planning and inventory tracking when applicable to design Service Now solutions that support retail oriented operations.
Demonstrate strong analytical and problem solving skills to assess business needs interpret data and prioritize enhancements that deliver the highest organizational impact.
Employ excellent communication and facilitation skills to engage stakeholders at multiple levels and ensure clarity of expectations in a hybrid work model without travel obligations.
Draw on extensive experience in large multinational organizations to navigate complex governance structures and align Service Now initiatives with general standards and local requirements.
Use knowledge of testing methodologies and quality assurance practices to ensure that Service Now configurations and releases meet reliability and performance expectations. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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📌 Servicenow Business Analyst (Tijuana)
🏢 Cognizant
📍 Tijuana