ITIL Process Consultant – ServiceNow
Location: Remote
Employment Type: Full-Time
Job ID: 00069003281
ITIL Process Consultant – ServiceNow
About the role
As an ITIL Process Consultant – ServiceNow, you will make an impact by driving process standardization, optimization, and governance across enterprise service management environments. You will be a valued member of the consulting and delivery team, working closely with business stakeholders, ServiceNow teams, and leadership to design and implement scalable ITIL‑aligned processes that improve operational efficiency and service delivery outcomes.
In this role, you will:
- Assess current‑state ITIL processes, identify gaps, and recommend consolidation and optimization opportunities.
- Lead workshops with stakeholders to design future‑state standardized processes aligned with ITIL best practices.
- Develop end‑to‑end process models, including workflows, RACI definitions, governance controls, and escalation paths.
- Define KPIs, SLAs, reporting frameworks, and continual improvement strategies to support centralized service delivery.
- Partner with ServiceNow functional and technical teams to translate process designs into platform workflows, approvals, and dashboards.
- Support UAT, deployment readiness, training, and post‑go‑live stabilization to ensure successful adoption.
- Establish governance frameworks and continuous improvement mechanisms to enhance service management maturity.
- Provide subject matter expertise to deliver tailored, high‑impact process solutions across complex environments.
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 support a healthy work–life balance through our wellbeing programs.
The working arrangements for this role are accurate as of the date of posting and may change based on business or client needs.
What you need to have to be considered
- Strong experience with ITSM and ITIL‑based process consulting, including process harmonization and governance.
- Deep knowledge of ITIL practices such as Incident, Request, Change, Problem, and Knowledge Management.
- Experience facilitating stakeholder workshops and designing future‑state operating models.
- Working knowledge of ServiceNow ITSM and its ability to operationalize process design.
- Proven experience driving adoption across business and technical teams.
- Bachelor’s degree in Information Technology, Engineering, or a related field.
- ITIL v3 or ITIL 4 certification (required).
- 5+ years of experience in process development, management, and improvement, with at least 3+ years working with ServiceNow.
These will help you stand out
- ServiceNow certifications such as CSA or ITSM implementation credentials.
- Experience with process governance frameworks and transformation initiatives in multi‑entity environments.
- Familiarity with Agile or Six Sigma methodologies.
- Experience supporting large‑scale ITSM transformation programs.
- Strong analytical, communication, and stakeholder management skills.
Salary and Other Compensation:
Applicants will be accepted till 7/18/2026
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 $133,000 - $156,000 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 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
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.
Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, creativity, productivity, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.
If you are content with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you!
Apply Now!
#LI-IK1
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.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
