Job 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 considered 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. These will help you stand out 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. 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. *Please note, this role is not able to offer visa transfer or sponsorship now or in the future* The annual salary for this position will be in the range of $79K - $90K depending on experience and other qualifications of the successful candidate 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: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: 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 We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role. About Cognizant: Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant. Additional employment information 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. 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. If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India.

Requirements

Must-haves

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.
What you need to have to be considered
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.
These will help you stand out
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.
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.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
The annual salary for this position will be in the range of $79K - $90K depending on experience and other qualifications of the successful candidate

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

restai

Platform: cognizant
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave