ITIL Process Consultant – ServiceNow
Location: Remote
Employment Type: Full-Time
Job ID: 00069003281
ITIL Process Consultant – ServiceNow
About the role
As an ITIL Process Consultant – ServiceNow, 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.
In this role, you will:
- 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.
Work model
We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we support a healthy work–life balance through our wellbeing programs.
The working arrangements for this role are accurate as of the date of posting and may change based on business or client needs.
What you need to have to be considered
- 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.
These will help you stand out
- 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.
Salary and Other Compensation:
Applicants will be accepted till 7/18/2026
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
The annual salary for this position will be in the range of $133,000 - $156,000 depending on experience and other qualifications of the successful candidate.
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: 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
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, creativity, productivity, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.
If you are content with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you!
Apply Now!
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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