Description

Job Summary

The ServiceNow Business Analyst & Scrum Master will perform a dual role supporting Customer's ServiceNow Managed Services engagement. The individual will act as the primary functional liaison for business stakeholders while also serving as the Scrum Master for ServiceNow delivery teams. The role ensures effective demand intake, requirement clarity, sprint execution, velocity management, and governance across Customer's ServiceNow landscape.

Responsibilities

• Lead business requirement elicitation through workshops, stakeholder interviews, and process walkthroughs
• Own demand intake, refinement, and prioritization for ServiceNow enhancements, defects, and operational requests
• Translate requirements into epics, user stories, acceptance criteria, and functional specifications
• Provide functional expertise across ServiceNow modules:

ITSM (Incident, Problem, Change, Request, Knowledge)

ITOM (Discovery, Service Mapping, Event Management)

CMDB (Foundational data model, governance, data quality)

ITAM (HAM / SAM lifecycle, compliance)

CSM / RSM (Case and request workflows)

App Engine (Custom apps, workflows, automation)

AI / Virtual Agent / Predictive Intelligence use cases

• Support UAT planning, execution, and sign‑off
• Ensure alignment to ServiceNow out‑of‑box best practices and Customer roadmap priorities

Scrum Master Responsibilities

• Facilitate all Agile ceremonies: Sprint Planning, Daily Stand‑ups, Reviews, Retrospectives
• Manage sprint execution using ServiceNow NOW Agile (Agile 2.0)
• Track and report velocity, burndown, sprint commitments, risks, and dependencies
• Remove impediments impacting delivery and shield the team from external disruptions
• Partner with Product Owners, Architects, and Platform Leads to align sprint goals
• Drive continuous improvement and Agile maturity across teams

Governance & Delivery Support

• Support monthly governance reviews, KPIs, and QBR inputs
• Provide transparency into backlog health, sprint progress, and delivery outcomes
• Coordinate across onshore/offshore teams and vendors
• Support KTLO, enhancements, integrations, and quarterly releases

Required Skills & Experience

• 6-10 years of experience combining Business Analysis and Scrum Master roles
• Strong hands‑on experience with ServiceNow platform
• Functional expertise across ITSM, ITOM, CMDB, ITAM, CSM/RSM
• Experience using ServiceNow NOW Agile / Agile 2.0
• Strong Agile/Scrum knowledge and servant‑leadership mindset
• Excellent stakeholder communication and facilitation skills
• Experience working in Managed Services / enterprise ServiceNow environments

Preferred Qualifications

• ServiceNow certifications (CSA, CIS - ITSM / ITOM / CSM / App Engine)
• Scrum certification (CSM / PSM / SAFe)
• Prior experience supporting retail or large enterprise clients
• Experience in multi‑vendor, onshore‑offshore delivery models

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don't just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's right for you.

About us:Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.

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, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.