Note: The job is a remote job and is open to candidates in USA. Cognizant is seeking an ITIL Process Consultant – ServiceNow to drive process standardization, optimization, and governance across enterprise service management environments. The role involves working closely with stakeholders to design and implement ITIL-aligned processes that enhance operational efficiency and service delivery outcomes.
Responsibilities
- Assess current-state ITIL processes, identify gaps, and recommend consolidation and optimization opportunities
- Lead workshops with stakeholders to design future-state standardized processes aligned with ITIL best practices
- Develop end-to-end process models, including workflows, RACI definitions, governance controls, and escalation paths
- Define KPIs, SLAs, reporting frameworks, and continual improvement strategies to support centralized service delivery
- Partner with ServiceNow functional and technical teams to translate process designs into platform workflows, approvals, and dashboards
- Support UAT, deployment readiness, training, and post-go-live stabilization to ensure successful adoption
- Establish governance frameworks and continuous improvement mechanisms to enhance service management maturity
- Provide subject matter expertise to deliver tailored, high-impact process solutions across complex environments
Skills
- Strong experience with ITSM and ITIL‑based process consulting, including process harmonization and governance
- Deep knowledge of ITIL practices such as Incident, Request, Change, Problem, and Knowledge Management
- Experience facilitating stakeholder workshops and designing future‑state operating models
- Working knowledge of ServiceNow ITSM and its ability to operationalize process design
- Proven experience driving adoption across business and technical teams
- Bachelor's degree in Information Technology, Engineering, or a related field
- ITIL v3 or ITIL 4 certification (required)
- 5+ years of experience in process development, management, and improvement, with at least 3+ years working with ServiceNow
- ServiceNow certifications such as CSA or ITSM implementation credentials
- Experience with process governance frameworks and transformation initiatives in multi‑entity environments
- Familiarity with Agile or Six Sigma methodologies
- Experience supporting large‑scale ITSM transformation programs
- Strong analytical, communication, and stakeholder management skills
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
- Discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans
Company Overview
Cognizant is a professional services company that helps clients alter their business, operating, and technology models for the digital era. It was founded in 1994, and is headquartered in Teaneck, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.cognizant.com.