Business Process Consultant
About the role
As a ServiceNow CSM Architect, you will lead Customer Service Management (CSM) transformation initiatives, design scalable ServiceNow solutions, and guide clients through process optimization and digital service delivery improvements. You will be a valued member of the ServiceNow Consulting team and work collaboratively with clients, solution consultants, technical architects, delivery teams, and sales stakeholders to deliver successful business outcomes.
Responsibilities
- Lead ServiceNow CSM workshops, discovery sessions, and requirements-gathering activities with client stakeholders.
- Design and architect Customer Service Management solutions aligned with business objectives and ServiceNow best practices.
- Provide strategic guidance on process design, governance, and service management optimization.
- Review and monitor project deliverables to ensure quality, scalability, and alignment with client requirements prior to implementation.
- Serve as the primary liaison between business stakeholders and technical teams for process-related discussions and solution decisions.
- Develop, standardize, and improve operational processes to enhance service delivery, customer satisfaction, and cost efficiency.
- Create and maintain process documentation, business requirements, solution artifacts, and project deliverables.
- Partner with sales and solution consulting teams during presales and transition activities, including solution demonstrations, workshops, and project handoffs.
Requirements
- ServiceNow Customer Service Management (CSM) certification and demonstrated expertise in ServiceNow CSM architecture and implementation.
- Proven experience leading at least two end-to-end ServiceNow CSM implementations.
- Strong experience conducting client workshops, requirements gathering, and solution design sessions.
- Bachelor's degree in Information Technology, Engineering, Computer Science, or a related discipline.
- ITIL v3 or ITIL 4 certification with solid knowledge of IT Service Management (ITSM) principles.
- Experience in process management, process improvement, governance, and operational transformation initiatives.
- Strong stakeholder management and communication skills with the ability to engage both business and technical audiences.
- Experience creating business documentation, solution designs, and project governance artifacts.
Skills
These will help you stand out:
- Six Sigma certification or experience with continuous improvement methodologies.
- Experience working in Agile delivery environments.
- Knowledge of ServiceNow platform capabilities beyond CSM, including related workflows and integrations.
- Experience supporting presales activities, solution demonstrations, and proposal development.
- Consulting experience managing enterprise-scale digital transformation programs.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship. This role is not able to offer visa transfer or sponsorship now or in the future.
Pay
The annual salary for this position will be in the range of $100K - $114K 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
- 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
Schedule
This is a remote position open to qualified applicants in the United States. The working arrangements for this role are accurate as of the date of posting and may change based on project, business, and client requirements.