Senior Consulting Manager – ServiceNow Chat Architect
About Cognizant Consulting
Cognizant Consulting is more than Cognizant’s consulting practice—we’re a global community of 5,000+ experts dedicated to helping clients reimagine their business. Blending our deep industry and technology advisory capability, we create innovative business solutions for Fortune 500 clients. And now, we’re looking for our next colleague who’ll join us in shaping the future of business. Could it be you?
About the role
As a Senior Consulting Manager – ServiceNow Chat Architect, you will make an impact by leading enterprise clients through the assessment and migration of legacy chat platforms to modern ServiceNow-based conversational solutions. You will be a valued member of the Consulting team and work collaboratively with clients, cross-functional stakeholders, and ServiceNow account teams.
In this role, you will:
- 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
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this position requires travel as needed and at least 3 days per week in a client or Cognizant office in West Chester, PA. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
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.
What you must have to be considered
- 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
These will help you succeed
- 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)
- Background 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
We’re excited to meet people who share our mission and can make an impact in a variety of ways. Don’t hesitate to apply—even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out.
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
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。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
