Business Analyst - Infrastructure Operations & ServiceNow

Description

As a Business Analyst - Infrastructure Operations & ServiceNow, you will make an impact by ensuring the stability, efficiency, and continuous improvement of enterprise infrastructure services. You will be a valued member of the infrastructure operations team and work collaboratively with support teams, business stakeholders, service owners, and cross-functional technology teams to deliver exceptional operational performance and service excellence.

In this role, you will: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.

Work model

We strive to provide flexibility wherever possible. Based on this role's business requirements, this is a remote position open to qualified applicants in The United States. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be consideredHands-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.These will help you stand outServiceNow 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.

Applicants will be accepted till 09/30/2026

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship.