About the role
As a ServiceNow CSM Architect, you will make an impact by leading Customer Service Management (CSM) transformation initiatives, designing scalable ServiceNow solutions, and guiding clients through process optimization and digital service delivery improvements. You will be a valued member of the ServiceNow Consulting team and work collaboratively with clients, solution consultants, technical architects, delivery teams, and sales stakeholders to deliver successful business outcomes.
In this role, you will:
Lead ServiceNow CSM workshops, discovery sessions, and requirements-gathering activities with client stakeholders.
Design and architect Customer Service Management solutions aligned with business objectives and ServiceNow best practices.
Provide strategic guidance on process design, governance, and service management optimization.
Review and monitor project deliverables to ensure quality, scalability, and alignment with client requirements prior to implementation.
Serve as the primary liaison between business stakeholders and technical teams for process-related discussions and solution decisions.
Develop, standardize, and improve operational processes to enhance service delivery, customer satisfaction, and cost efficiency.
Create and maintain process documentation, business requirements, solution artifacts, and project deliverables.
Partner with sales and solution consulting teams during presales and transition activities, including solution demonstrations, workshops, and project handoffs.
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 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. Rest assured, we will always be clear about role expectations.
What you need to have to be considered
ServiceNow Customer Service Management (CSM) certification and demonstrated expertise in ServiceNow CSM architecture and implementation.
Proven experience leading at least two end-to-end ServiceNow CSM implementations.
Strong experience conducting client workshops, requirements gathering, and solution design sessions.
Bachelor's degree in Information Technology, Engineering, Computer Science, or a related discipline.
ITIL v3 or ITIL 4 certification with solid knowledge of IT Service Management (ITSM) principles.
Experience in process management, process improvement, governance, and operational transformation initiatives.
Strong stakeholder management and communication skills with the ability to engage both business and technical audiences.
Experience creating business documentation, solution designs, and project governance artifacts.
These will help you stand out
Six Sigma certification or experience with continuous improvement methodologies.
Experience working in Agile delivery environments.
Knowledge of ServiceNow platform capabilities beyond CSM, including related workflows and integrations.
Experience supporting presales activities, solution demonstrations, and proposal development.
Consulting experience managing enterprise-scale digital transformation programs.
Applicants will be accepted till 09/30/2026
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 $100K - $114K 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
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 as someone who can bring new and exciting things to this role
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。
