Role: Manager – ServiceNow Solutions / Enterprise Service Management
Experience: 9+ years of overall IT experience with a minimum of 7+ years of relevant ServiceNow experience
Key Responsibilities
- Lead the design and delivery of Enterprise Service Management (ESM) solutions, primarily on the ServiceNow platform, for global clients across diverse industries
- Own and drive RFP/RFI/RFQ responses, including both technical and commercial proposals with high-quality articulation
- Define end-to-end project plans, including phase-wise timelines, resource planning, and allocation strategies
- Lead commercial structuring, negotiations, SOW refinement, and deal screening for consulting and transformation engagements
- Contribute to strategic business planning, including market research, budgeting, and Go-To-Market (GTM) strategy for new ServiceNow offerings and partnerships
- Collaborate with cross-functional teams to design integrated, scalable, and innovative solutions
- Interface with clients to capture requirements, conduct gap analysis, and provide solution clarifications
- Provide thought leadership and strategic inputs to strengthen pursuit strategy and improve win rates
- Lead and participate in solution defense workshops and executive-level presentations
- Deliver customer demos showcasing ServiceNow capabilities, Cognizant IPs, and newly developed accelerators/packages/products
- Provide technical advisory and risk assessment, presenting multiple solution approaches to clients
- Guide the development of marketing collateral frameworks and ensure relevance and alignment with market positioning
- Manage large-scale, multi-geo ITSM consulting, transition, and transformation engagements, ensuring delivery excellence
Skills & Expertise
- Strong expertise in Business Requirement Analysis and Gap Analysis on ITSM tools (ServiceNow mandatory)
- Deep understanding of ITIL processes and methodologies
- Experience with SDLC frameworks: Agile and Waterfall
- Solid knowledge of web technologies: HTML, XML, JavaScript, Glide Objects
- Strong proficiency in MS Office tools for reporting and presentations
- Good understanding of Enterprise Service Management integrations and ecosystem tools
- Strong grasp of development technologies and architecture considerations
- Excellent stakeholder communication skills, with the ability to manage global clients and offshore teams effectively
Certifications (Preferred)
- Certified ServiceNow System Administrator
- ITIL V3 / ITIL V4
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation 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.
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.
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.
