ITSM Change & Problem Manager (ServiceDesk Plus)
Experience -8–12 Years
Location – Des Moines, IA (Hybrid- 3 days work from office)
Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Key Responsibilities
Change Management
- Own and administer the end-to-end Change Management process.
- Govern Standard, Normal, Emergency, and Major Changes.
- Review, assess, and approve change requests based on business impact and risk.
- Facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings.
- Ensure appropriate risk assessments, backout plans, implementation schedules, and approval workflows.
- Track change success rates and change-related incidents.
- Ensure compliance with maintenance windows and customer governance requirements.
- Coordinate change activities across Infrastructure, Applications, Security, Cloud, Network, Database, and End User Computing teams.
Problem Management
- Own and drive the Problem Management lifecycle.
- Lead Root Cause Analysis (RCA) activities for recurring and major incidents.
- Facilitate problem review and corrective action meetings.
- Establish Known Error Database (KEDB) management processes.
- Identify recurring incident trends and proactive improvement opportunities.
- Drive permanent resolution of underlying causes impacting service stability.
- Coordinate cross-functional technical teams to identify and eliminate recurring issues.
- Track corrective and preventive actions through closure.
Major Incident Support
- Partner with Major Incident Managers during Priority 1 and Priority 2 incidents.
- Lead post-incident reviews and lessons learned sessions.
- Ensure action items are documented, assigned, tracked, and completed.
- Maintain RCA quality standards and reporting timelines.
ServiceDesk Plus Administration
- Configure and administer Change and Problem Management modules within ServiceDesk Plus.
- Maintain workflows, approval processes, templates, categorizations, and automation rules.
- Develop dashboards and reporting for operational and executive stakeholders.
- Ensure integration with CMDB, Asset Management, Incident Management, and Knowledge Management processes.
Governance, Compliance & Risk Management
- Establish ITIL-aligned Change and Problem Management governance.
- Conduct process compliance audits and control reviews.
- Ensure adherence to customer policies, regulatory requirements, and contractual obligations.
- Identify operational risks and develop remediation plans.
- Drive continual service improvement initiatives.
Reporting & Executive Governance
- Develop operational and executive dashboards.
- Present service improvement opportunities and risk assessments to leadership.
- Provide monthly governance reporting covering:
- Change Success Rate
- Emergency Change Trends
- Failed Changes
- Repeat Incidents
- Problem Backlog
- RCA Timeliness
- Risk Exposure
- Availability Improvements
- Service Stability Metrics
Required Technical Skills
ManageEngine ServiceDesk Plus
- Change Management Module Administration
- Problem Management Module Administration
- Workflow Configuration
- CAB Governance
- Reporting & Dashboard Development
- CMDB Integration
- Knowledge Management Integration
ITIL Process Expertise
- Change Enablement
- Problem Management
- Incident Management
- Major Incident Management
- Knowledge Management
- Configuration Management
- Service Level Management
- Continual Service Improvement
Technical Understanding
- Infrastructure Services
- Cloud Platforms (Azure/AWS)
- Network Operations
- End User Computing
- Server Administration
- Database Platforms
- Security Operations
Preferred Skills
- ServiceNow or other enterprise ITSM platforms
- Power BI Reporting
- Automation & Workflow Design
- IT Operations Analytics
- Risk Management
- Lean / Continual Improvement Methodologies
Key Competencies
- Change Risk Assessment
- Root Cause Analysis (RCA)
- CAB Leadership
- Problem Solving
- Executive Communication
- Stakeholder Management
- Process Governance
- Service Improvement Leadership
- Data Analysis & Reporting
Applications will be accepted until 8/31/2026
The annual salary for this position is between $79,000- $92,000 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 is 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 contribution
· Long-term/Short-term Disability
· Paid Parental Leave
· Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits 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.
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À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
