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ServiceNow AMS Technical Consultant

00071235061

Role: ServiceNow Lead Technical Developer(L3/L4)

Location: London (Hybrid)

Employment: Full time

Security Clearance: SC Cleared or SC Eligible

Role Overview:

  • The ServiceNow AMS Technical Consultant will acquire detailed technical and operational knowledge of the delivered ServiceNow solution, participate directly in cutover and Day-1 readiness, and ensure that the platform can be supported effectively following go-live.

  • The role will work alongside the Development team rather than waiting for a post-go-live handover. The Technical Consultant will progressively assume responsibility through structured knowledge transfer, shadowing, reverse shadowing, technical validation and practical participation in programme activities.

  • Following go-live, the Technical Consultant will provide hands-on L3/L4 support, troubleshoot incidents and defects, implement approved fixes and minor enhancements, and serve as the ServiceNow technical authority within the wider AMS service.

Key Responsibilities:

1. Early AMS Onboarding:

  • Join the AMS service before production go-live and work alongside the existing ServiceNow Development team.
  • Develop a detailed technical understanding of the delivered ServiceNow solution.
  • Establish the ServiceNow technical support capability within the wider AMS operating model.

2. Knowledge Transition

  • Participate actively in technical and functional knowledge-transition sessions.
  • Review the platform architecture, configuration, data model, security model, workflows and operational dependencies.

3. Cutover Planning and Execution

  • Work directly with the Development and Programme Cutover teams to plan ServiceNow cutover activities.
  • Review the ServiceNow cutover plan and validate technical steps, dependencies, owners and timings.

4. Day-1 Readiness

  • Own the technical elements of ServiceNow Day-1 support readiness.
  • Validate that the production platform and delivered capabilities are available and functioning as expected.
  • Confirm readiness of technical support procedures, operational documentation and escalation pathways.

5. Go-Live, Hypercare and Early Life Support

  • Provide hands-on ServiceNow technical support throughout go-live.
  • Monitor platform behaviour and investigate technical or functional issues.
  • Participate in Hypercare command-centre and triage activities.

6. Hands-on ServiceNow Technical Support

  • Provide L3/L4 technical support for the ServiceNow platform and supported capabilities.
  • Work directly in ServiceNow to diagnose and resolve incidents, defects and configuration issues.

7. Defect and Problem Resolution

  • Triage newly identified production defects.
  • Assess technical impact, severity, priority and potential workarounds.
  • Perform root-cause analysis for recurring or high-impact issues.

8. Application Maintenance and Minor Enhancements

  • Assess ServiceNow maintenance requests and minor enhancements.
  • Clarify technical requirements with process owners and business stakeholders.
  • Provide technical feasibility, complexity and effort input.

9. CMDB and Foundation Data Support

  • Provide hands-on technical support for CMDB and Foundation Data.
  • Investigate data-quality issues, failed updates and configuration-record discrepancies.

10. Collaboration Across the AMS Service

  • Work within the combined AMS service covering ServiceNow, Workday and other programme workstreams.
  • Collaborate with other AMS technical resources to diagnose cross-platform issues.

Essential Experience:

  • Extensive hands-on ServiceNow configuration, implementation, administration or production-support experience.
  • Recent experience working directly within the ServiceNow platform.
  • Experience providing L3 or L4 technical support for production ServiceNow environments.
  • Experience participating in ServiceNow cutover, go-live, Hypercare or Early Life Support.
  • Experience transitioning ServiceNow solutions from Development into AMS or BAU support.
  • Experience completing structured Knowledge Transition, shadowing and reverse-shadowing activities.
  • Strong ServiceNow troubleshooting and root-cause-analysis capability.
  • Experience diagnosing issues across workflows, scripts, data, roles, access, forms, catalogues and user interfaces.
  • Experience implementing configuration fixes and minor enhancements.
  • Experience supporting releases, deployments and production validation.
  • Experience creating technical runbooks, support procedures and knowledge articles.
  • Experience working with Development, Architecture, Testing and Service Management teams.
  • Experience operating in an SLA-driven application-support environment.
  • Ability to work independently during critical cutover and production-support activities.
  • Experience in Government, Public Sector, Defence or another regulated environment.

Qualifications and Certifications

  • ServiceNow Certified System Administrator, or equivalent demonstrable hands-on platform expertise.
  • ITIL v4 Foundation, or equivalent practical service-management experience.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: 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.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: 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.
  • Inclusion: 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.

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.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
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