About the role
As a ServiceNow CSM Architect, you will make an impact by leading Customer Service Management (CSM) transformation initiatives, designing scalable ServiceNow solutions, and guiding clients through process optimization and digital service delivery improvements. You will be a valued member of the ServiceNow Consulting team and work collaboratively with clients, solution consultants, technical architects, delivery teams, and sales stakeholders to deliver successful business outcomes.
In this role, you will:
Lead ServiceNow CSM workshops, discovery sessions, and requirements-gathering activities with client stakeholders.
Design and architect Customer Service Management solutions aligned with business objectives and ServiceNow best practices.
Provide strategic guidance on process design, governance, and service management optimization.
Review and monitor project deliverables to ensure quality, scalability, and alignment with client requirements prior to implementation.
Serve as the primary liaison between business stakeholders and technical teams for process-related discussions and solution decisions.
Develop, standardize, and improve operational processes to enhance service delivery, customer satisfaction, and cost efficiency.
Create and maintain process documentation, business requirements, solution artifacts, and project deliverables.
Partner with sales and solution consulting teams during presales and transition activities, including solution demonstrations, workshops, and project handoffs.
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 are here to support a healthy work-life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.
What you need to have to be considered
ServiceNow Customer Service Management (CSM) certification and demonstrated expertise in ServiceNow CSM architecture and implementation.
Proven experience leading at least two end-to-end ServiceNow CSM implementations.
Strong experience conducting client workshops, requirements gathering, and solution design sessions.
Bachelor's degree in Information Technology, Engineering, Computer Science, or a related discipline.
ITIL v3 or ITIL 4 certification with solid knowledge of IT Service Management (ITSM) principles.
Experience in process management, process improvement, governance, and operational transformation initiatives.
Strong stakeholder management and communication skills with the ability to engage both business and technical audiences.
Experience creating business documentation, solution designs, and project governance artifacts.
These will help you stand out
Six Sigma certification or experience with continuous improvement methodologies.
Experience working in Agile delivery environments.
Knowledge of ServiceNow platform capabilities beyond CSM, including related workflows and integrations.
Experience supporting presales activities, solution demonstrations, and proposal development.
Consulting experience managing enterprise-scale digital transformation programs.
Applicants will be accepted till 09/30/2026
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 $100K - $114K 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
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.
