Job Summary
Serve as an Engagement Delivery Lead overseeing complex implementations of ServiceNow ITSM ITOM and ITAM for global enterprise clients in a hybrid work environment ensuring seamless delivery stakeholder satisfaction and alignment to business goals while applying deep platform expertise and industry best practices to drive measurable transformation and operational efficiency across technology services.
Responsibilities
- Lead end to end delivery of ServiceNow implementation and enhancement engagements ensuring alignment to client objectives project scope timelines and quality expectations while maintaining strong governance across all delivery phases.
- Oversee translation of business requirements into scalable ServiceNow ITSM configurations that streamline incident problem change and request processes and support measurable improvements in service quality and operational resilience.
- Drive design and deployment of ServiceNow ITOM capabilities including discovery event management service mapping and monitoring to improve visibility into infrastructure health system dependencies and proactive issue resolution.
- Guide implementation of ServiceNow ITAM processes that optimize asset lifecycle management license utilization and compliance posture supporting cost optimization and informed technology investment decisions.
- Coordinate hybrid work collaboration among project team members client stakeholders and third party partners ensuring effective communication structured status reporting and proactive risk and dependency management.
- Manage engagement planning and execution including backlog prioritization resource allocation milestone tracking and adherence to agreed delivery methodologies to maintain predictable outcomes and client confidence.
- Provide hands on oversight during configuration testing and deployment activities ensuring that platform solutions follow established standards reusable patterns and robust documentation for long term maintainability.
- Collaborate with client service owners process owners and technical teams to define target operating models and service workflows that leverage ServiceNow capabilities to drive business value and user satisfaction.
- Facilitate workshops and walkthrough sessions that educate stakeholders on platform capabilities process improvements and adoption strategies promoting consistent usage and continuous enhancement across the enterprise.
- Ensure compliance with organizational policies security requirements and regulatory considerations within ServiceNow implementations supporting data protection operational integrity and audit readiness.
- Monitor engagement performance through agreed metrics and service levels analyzing trends and recommending corrective or optimization actions to enhance solution effectiveness and operational outcomes.
- Contribute to internal delivery improvements by documenting lessons learned reusable accelerators and best practices that strengthen the company portfolio and enhance future ServiceNow engagements across clients.
- Partner with internal account teams to identify opportunities for further platform expansion managed services and value added enhancements that support the company mission to deliver trusted technology solutions for society.
Qualifications
- Demonstrate ten to fourteen years of overall experience in technology delivery roles with substantial exposure to enterprise service management programs within large multinational organizations.
- Possess strong hands on expertise in ServiceNow ITSM including configuration of core modules integrations reporting and automation that support robust service operations across complex environments.
- Bring solid experience in ServiceNow ITOM capabilities such as discovery service mapping and operational event handling enabling improved observability of infrastructure and applications across hybrid landscapes.
- Show practical knowledge of ServiceNow ITAM processes and capabilities including asset inventory normalization and license tracking that contribute to financial accountability and risk reduction in technology assets.
- Display beneficial domain understanding of cards and payments operations including transaction flows risk considerations and operational controls that supports more contextual process design when relevant to client engagements.
- Exhibit advanced skills in stakeholder communication and expectation management covering engagement planning status updates risk communication and negotiation to maintain trust and transparency throughout delivery.
- Apply structured methodology experience including familiarity with iterative delivery approaches and testing practices that ensure stable releases minimal disruption and predictable outcomes in enterprise environments.
- Maintain strong analytical and problem solving capabilities that enable systematic issue triage root cause identification and recommendation of practical remediation or optimization approaches within platform solutions.
- Demonstrate adaptability to hybrid work arrangements including remote collaboration tools meeting facilitation and documentation practices that keep distributed teams aligned and productive.
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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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, state 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] for roles based in the Americas or [email protected] for roles based in India.
