Senior Consulting Manager – ServiceNow Chat Architect

About the role

Cognizant Consulting is a global community of 5,000+ experts dedicated to helping clients reimagine their business. Blending deep industry and technology advisory capability, we create innovative business solutions for Fortune 500 clients. This role involves leading enterprise clients through the assessment and migration of legacy chat platforms to modern ServiceNow-based conversational solutions.

Responsibilities

• Lead end-to-end delivery of ServiceNow chat assessment and migration planning engagements, owning scope, schedule, quality, and client satisfaction
• Conduct current-state assessments across chat platforms, including workflows, integrations, data, and technical constraints
• Define migration strategies, roadmaps, and detailed plans aligned to business and technical requirements
• Identify key dependencies, risks, and assumptions, and establish mitigation strategies to support successful transformation
• Facilitate workshops and executive discussions, communicating findings and recommendations to senior stakeholders

Requirements

• 10+ years of experience in IT consulting, enterprise architecture, or technology delivery, including 5+ years focused on ServiceNow
• Hands-on experience delivering ServiceNow chat solutions (Agent Chat, Virtual Agent, Now Assist, or similar)
• Proven success leading large-scale platform migration or modernization programs in enterprise environments
• Strong understanding of IT service management operations, service desk workflows, and conversational interfaces
• Demonstrated ability to manage senior client relationships and communicate complex concepts to executive audiences

Qualifications

• ServiceNow certifications (CIS, CTA, CMA) in ITSM, CSM, or conversational capabilities
• Experience in telecommunications, cable, managed services, or similar large enterprise industries
• Knowledge of enterprise chat and conversational platforms (e.g., Microsoft Teams, Genesys, Salesforce Service Cloud)
• Experience in integration architecture and data migration (e.g., APIs, IntegrationHub, middleware tools)
• Strong facilitation and leadership skills with the ability to manage multiple workstreams in parallel

Skills

• ServiceNow certifications (CIS, CTA, CMA) in ITSM, CSM, or conversational capabilities
• Experience in telecommunications, cable, managed services, or similar large enterprise industries
• Knowledge of enterprise chat and conversational platforms (e.g., Microsoft Teams, Genesys, Salesforce Service Cloud)
• Experience in integration architecture and data migration (e.g., APIs, IntegrationHub, middleware tools)
• Strong facilitation and leadership skills with the ability to manage multiple workstreams in parallel

Benefits

• Medical, dental, vision, and life insurance
• 401(k) plan with company contributions
• Employee stock purchase plan
• Employee assistance program
• Paid time off plus 10 paid holidays
• Paid parental leave and fertility assistance
• Learning and development programs and certifications

Pay

$134,500 - $158,000

Schedule

This position requires travel as needed and at least 3 days per week in a client or Cognizant office in West Chester, PA. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements.