Technical Consultant

About the role

As a Senior Technical Consultant - ServiceNow CSM, you will design, configure, and deliver scalable ServiceNow Customer Service Management (CSM) solutions that drive business transformation and improve customer experiences. You will be a valued member of the ServiceNow delivery team and work collaboratively with solution architects, business stakeholders, developers, and client teams to deliver high-quality solutions aligned with business objectives.

Responsibilities

• Participate in client workshops and requirements-gathering sessions to understand business needs and translate them into technical solutions.
• Collaborate with Solution Architects to support solution design, technical documentation, and story estimation activities.
• Configure and develop ServiceNow CSM solutions following platform best practices and quality standards.
• Provide technical guidance and recommendations on ServiceNow capabilities, frameworks, integrations, and platform functionality.
• Design and implement scalable ServiceNow solutions that align with current business requirements and future growth objectives.
• Work closely with cross-functional teams to ensure seamless integration and effective delivery of ServiceNow applications.
• Support solution assessments, technical reviews, and continuous improvement initiatives to enhance delivery efficiency.
• Contribute to technical documentation, knowledge sharing, and adoption of ServiceNow best practices across project teams.

Requirements

• ServiceNow Customer Service Management (CSM) certification with strong hands-on implementation experience.
• Proven experience delivering at least two end-to-end ServiceNow CSM implementations.
• Minimum 3 years of experience working with ServiceNow Customer Service Management (CSM) solutions.
• Certification as a ServiceNow System Administrator (CSA).
• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
• Strong understanding of ServiceNow platform architecture, configuration, workflows, and integrations.
• ITIL Foundation certification with knowledge of IT Service Management principles.
• Experience participating in Agile development projects and collaborating with multidisciplinary teams.

Skills

These will help you stand out:

• Scrum Master certification or experience working within Scrum delivery frameworks.
• Additional ServiceNow certifications beyond CSA and CSM.
• Experience with ServiceNow integrations, scripting, and custom application development.
• Knowledge of Customer Experience (CX), Case Management, and Digital Workflow solutions.
• Consulting experience working directly with enterprise clients and stakeholders.

Work model

This is a remote position open to qualified applicants in the United States. We strive to provide flexibility wherever possible and support a healthy work-life balance through various wellbeing programs. The working arrangements for this role are accurate as of the date of posting and may change based on project, business, and client requirements.

Pay

The annual salary for this position will be in the range of $100K - $114K depending on 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.

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

Applicants must be legally authorized to work in the United States without company sponsorship.