Sr. Functional Analyst (ISG)

About the role

Cognizant's Technology & Engineering department seeks a Sr. Functional Analyst (ISG) to translate complex business needs into scalable ServiceNow implementations across IT service operations, customer workflows, and business management for telecom and adjacent sectors. Day-to-day work includes configuring and optimizing ServiceNow ITSM, CSM, TSOM, ITOM, and Business Management modules, writing JavaScript ES5/ES6 and ServiceNow scripting, building Orchestration and TSM workflows, and collaborating with stakeholders and distributed teams. The role is based in Bangalore or Chennai, India, and operates under 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 across the enterpris
• 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 for large-scale clients
• Implement and maintain ServiceNow TSOM capabilities to monitor service health, correlate events, and proactively identify issues that could affect 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 that business 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

• 6-8 years of relevant professional experience as a functional analyst or consultant focused on ServiceNow platform solutions in multinational or similarly complex organizations
• 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 and at least one advanced certification such as ServiceNow Certified Implementation Specialist ITSM or ITOM
• Ability to communicate clearly with technical and non-technical partners in a hybrid work setting while managing expectations, gathering requirements, and explaining solution options
• Exposure to telecom industry processes or similar large-scale service environments to design solutions addressing network operations, service assurance, or customer care needs

Nice to have

Telecom domain skills

Skills