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Associate Director - ServiceNow Solutions

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Role: Associate Director – ServiceNow Solutions / Enterprise Service Management

Experience: 15+ years of overall IT experience with a minimum of 10+ years of relevant ServiceNow experience

Key Responsibilities

  • Own and drive enterprise-wide ServiceNow and Enterprise Service Management (ESM) strategy, solutioning, and delivery for global clients across industries
  • Lead large-scale, strategic RFP/RFI/RFQ pursuits, ensuring differentiated, value-driven technical and commercial proposals
  • Define and govern end-to-end transformation roadmaps, including phased delivery models, resource strategy, capacity planning, and execution governance
  • Take accountability for deal shaping, pricing strategy, commercial structuring, negotiations, and SOW finalization for high-value, complex engagements
  • Drive portfolio strategy and business growth, including market research, budgeting, GTM strategy, and expansion of ServiceNow offerings and partnerships
  • Act as a trusted advisor to CXO-level stakeholders, influencing enterprise transformation and ServiceNow adoption strategy
  • Provide leadership in architecting integrated, scalable, and future-ready enterprise solutions across multiple service lines
  • Oversee requirement discovery, gap analysis, and solution alignment for large transformation programs
  • Drive thought leadership, innovation, and pursuit strategy, contributing to improved win rates and market differentiation
  • Lead executive-level solution defense workshops, articulating strategic value propositions and business outcomes
  • Oversee client demos, PoCs, and innovation showcases, highlighting ServiceNow capabilities, IPs, and accelerators/products
  • Provide strategic advisory on solution options, risks, and transformation approaches at enterprise scale
  • Govern the development of marketing collateral, solution assets, and industry-specific value propositions
  • Lead and oversee large, multi-geo ITSM consulting, transition, and transformation programs, ensuring delivery excellence, governance, and client satisfaction

Skills & Expertise

  • Deep expertise in Enterprise Business Analysis and Gap Assessment on ITSM tools (ServiceNow mandatory)
  • Strong command over ITIL frameworks and enterprise service management best practices
  • Extensive experience with SDLC methodologies: Agile, Waterfall, and Hybrid delivery models
  • Working knowledge of web technologies: HTML, XML, JavaScript, Glide Objects
  • Strong understanding of enterprise architecture, integrations, and ServiceNow ecosystem capabilities
  • Expertise in solution design, platform capabilities, and development technologies
  • Exceptional executive stakeholder management, communication, and global client engagement skills
  • Advanced proficiency in MS Office tools for executive reporting, proposals, and presentations

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.

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] with your request and contact information.

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 retirement plans, financial education, 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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When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.
Sujatha Gopalakrishnan Portfolio Delivery Lead
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The entrepreneurial mindset here is infectious. When you take initiative, you get support. What matters the most is showing up and trying.
Senthil Manoj Kumar Functional Architect
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My journey has run parallel to Cognizant’s. When I joined, we were a $1B company with 20,000 people. Today we’re at $20B with 350,000 people. And yet the same sense of belonging has grown stronger.
Vidhya Ganesh AVP of Delivery Excellence
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
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