[Remote] ITIL Process Consultant – ServiceNow
Note: The job is a remote job and is open to candidates in USA. Cognizant is seeking an ITIL Process Consultant – ServiceNow to drive process standardization, optimization, and governance across enterprise service management environments. The role involves working closely with stakeholders to design and implement ITIL-aligned processes that enhance 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
Skills
- 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
- 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
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
- Discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans
Company Overview