Business Analyst - Infrastructure Operations & ServiceNow

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

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.

Preferred Qualifications

• 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.

Work Model

This is a remote position open to qualified applicants in the United States. We strive to provide flexibility wherever possible and support a healthy work-life balance through various wellbeing programs.

Pay

The annual salary for this position will be in the range of $79K - $90K depending on experience and other qualifications. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Applicants must be legally authorized to work in the United States without company sponsorship. This role is not able to offer visa transfer or sponsorship now or in the future.