Role: Associate Director – ServiceNow Solutions / Enterprise Service Management
Experience: 15+ years of overall IT experience with a minimum of 10+ years of relevant ServiceNow experience
Key Responsibilities
- Own and drive enterprise-wide ServiceNow and Enterprise Service Management (ESM) strategy, solutioning, and delivery for global clients across industries
- Lead large-scale, strategic RFP/RFI/RFQ pursuits, ensuring differentiated, value-driven technical and commercial proposals
- Define and govern end-to-end transformation roadmaps, including phased delivery models, resource strategy, capacity planning, and execution governance
- Take accountability for deal shaping, pricing strategy, commercial structuring, negotiations, and SOW finalization for high-value, complex engagements
- Drive portfolio strategy and business growth, including market research, budgeting, GTM strategy, and expansion of ServiceNow offerings and partnerships
- Act as a trusted advisor to CXO-level stakeholders, influencing enterprise transformation and ServiceNow adoption strategy
- Provide leadership in architecting integrated, scalable, and future-ready enterprise solutions across multiple service lines
- Oversee requirement discovery, gap analysis, and solution alignment for large transformation programs
- Drive thought leadership, innovation, and pursuit strategy, contributing to improved win rates and market differentiation
- Lead executive-level solution defense workshops, articulating strategic value propositions and business outcomes
- Oversee client demos, PoCs, and innovation showcases, highlighting ServiceNow capabilities, IPs, and accelerators/products
- Provide strategic advisory on solution options, risks, and transformation approaches at enterprise scale
- Govern the development of marketing collateral, solution assets, and industry-specific value propositions
- Lead and oversee large, multi-geo ITSM consulting, transition, and transformation programs, ensuring delivery excellence, governance, and client satisfaction
Skills & Expertise
- Deep expertise in Enterprise Business Analysis and Gap Assessment on ITSM tools (ServiceNow mandatory)
- Strong command over ITIL frameworks and enterprise service management best practices
- Extensive experience with SDLC methodologies: Agile, Waterfall, and Hybrid delivery models
- Working knowledge of web technologies: HTML, XML, JavaScript, Glide Objects
- Strong understanding of enterprise architecture, integrations, and ServiceNow ecosystem capabilities
- Expertise in solution design, platform capabilities, and development technologies
- Exceptional executive stakeholder management, communication, and global client engagement skills
- Advanced proficiency in MS Office tools for executive reporting, proposals, and presentations
Certifications (Preferred)
- Certified ServiceNow System Administrator
- ITIL V3 / ITIL V4
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
