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!
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Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
