ServiceNow ITOM Lead

About the role

As a ServiceNow ITOM Capability Leader, you will make an impact by shaping and delivering ServiceNow Operations Management solutions across Discovery, Service Mapping, Event Management, and ITOM Prime for an assigned market. You will be a valued member of the ServiceNow capability team and work collaboratively with delivery leaders, solution architects, sales teams, customers, and learning partners to resolve critical issues, strengthen delivery quality, and advance the market’s ITOM roadmap.

Responsibilities

• Provide architecture-level leadership for complex ServiceNow ITOM implementations, including multi-cloud Discovery, enterprise-scale Service Mapping, and CMDB-dependent event correlation.
• Lead the resolution of P1 and P2 technical escalations for infrastructure-critical ITOM incidents in partnership with delivery teams and within agreed service levels.
• Own and present the market’s ITOM roadmap during quarterly customer reviews, translating business priorities into practical capability plans.
• Develop reusable ITOM blueprints, playbooks, delivery standards, and quality gates for Discovery, Service Mapping, and Event Management.
• Lead ITOM solution architecture for strategic pursuits and partner with learning teams to build delivery capability across ITOM Prime, ITOM Advanced, Discovery, and Service Mapping.

Requirements

• Current ServiceNow Certified Implementation Specialist certification in Discovery, Event Management, or Service Mapping.
• Hands-on experience administering or implementing ServiceNow ITOM Prime.
• Strong knowledge of Discovery, Service Mapping, Event Management, CMDB, and Common Service Data Model principles.
• Experience leading complex technical escalations and collaborating across delivery, architecture, and customer teams.
• Ability to define roadmaps, delivery standards, and reusable assets for enterprise-scale ServiceNow ITOM programs.

Qualifications

• Experience leading ServiceNow ITOM capabilities across multiple accounts or a regional market.
• Demonstrated success supporting ITOM-focused RFPs, solution design, and customer roadmap discussions.
• Experience creating enterprise blueprints, playbooks, quality gates, or technical enablement programs.

Pay

The annual salary for this position is $119,000–$139,000, depending on the successful candidate’s experience and other qualifications. 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. Applications will be accepted through November 20, 2026.

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