ITIL Process Consultant – ServiceNow

About the role

You will make an impact by driving process standardization, optimization, and governance across enterprise service management environments. You will be a valued member of the consulting and delivery team, working closely with business stakeholders, ServiceNow teams, and leadership to design and implement scalable ITIL-aligned processes that improve 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.

Requirements

• 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.

Qualifications

• 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.

Skills

• Strong analytical, communication, and stakeholder management skills.

Benefits

• Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• 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