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

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