Senior Functional Analyst (ISG)

About the role

Cognizant's Integrated Solutions Group (ISG) seeks a Senior Functional Analyst to translate complex business needs into scalable ServiceNow implementations across IT service operations, customer workflows, and business management for telecom and adjacent enterprise clients. Day-to-day, the role involves configuring and optimizing ServiceNow ITSM, CSM, TSOM, ITOM, TSM, Business Management, and Orchestration modules, writing JavaScript ES5/ES6 scripts, defining integrations, documenting solutions, testing, supporting deployments, and mentoring junior analysts. The position is based in Bangalore or Chennai, India, and operates on a hybrid work model.

What you’ll do

• Collaborate with business stakeholders to analyze service operation needs and translate them into robust ServiceNow configurations that increase process efficiency and reliability.
• Design and optimize ServiceNow ITSM processes such as incident, problem, change, and request management to ensure consistent service quality and measurable improvements in resolution times.
• Configure and enhance ServiceNow CSM capabilities to support customer-facing workflows that improve case handling, service level adherence, and customer satisfaction.
• Implement and maintain ServiceNow TSOM capabilities to monitor service health, correlate events, and proactively identify issues affecting critical business services.
• Develop ServiceNow ITOM solutions with a focus on discovery, service mapping, and event management to provide accurate visibility of infrastructure and application dependencies.
• Utilize JavaScript ES5 and ES6 along with ServiceNow scripting APIs to create client scripts, business rules, and server-side logic that enforce business policies and improve user experience.
• Configure ServiceNow Business Management modules to support demand, project, and portfolio management so leaders can prioritize investments based on value and risk.
• Implement ServiceNow TSM workflows that streamline case handling for internal teams and partner organizations, ensuring standardized processes and traceable audit trails.

What you’ll bring

• Six to eight years of relevant professional experience as a functional analyst or consultant focused on ServiceNow platform solutions in multinational or similarly complex organizations.
• Proven hands-on experience across ServiceNow ITSM, CSM, TSOM, and ITOM modules with a track record of configuring end-to-end workflows for complex enterprise environments.
• Solid proficiency in ServiceNow scripting using JavaScript ES5 and ES6 to build scalable client scripts, business rules, and custom logic that comply with platform standards.
• Practical experience with ServiceNow Orchestration and TSM to automate operational tasks and extend service workflows beyond core IT services.
• Working knowledge of ServiceNow Business Management to describe business demands, track project progress, and support portfolio-level decision making.
• ServiceNow Certified System Administrator certification required.
• At least one advanced certification such as ServiceNow Certified Implementation Specialist ITSM or ITOM required.
• Exposure to telecom industry processes or similar large-scale service environments to design solutions addressing network operations, service assurance, or customer care needs.

Skills