ITSM Consultant

Cognizant Consulting is where curious minds come together to solve complex challenges and create meaningful impact. Blending industry insight, technology expertise, and the power of AI, we partner with leading organizations to transform the way they work, serve customers, and grow.

As an ITSM Business Analyst / Consultant, you will make an impact by supporting ITSM strategy, operating-model transformation, process redesign and Service Now-enabled service improvements that deliver practical transformation roadmaps aligned to business objectives. You will be a valued member of the Consulting team and work collaboratively with business stakeholders, service owners, architects, and delivery teams, and clients.

• Conduct stakeholder interviews, workshops and discovery activities to understand current ITSM processes, services, governance and organisational structures, and analyse capabilities, operating models and service performance to identify improvement opportunities

• Document current and future-state processes, business requirements, operating procedures, roles, responsibilities and governance models, and support the development of ITSM strategies, target operating models and transformation roadmaps

• Translate business requirements into functional requirements, user stories and acceptance criteria, working closely with Service Now architects and developers to ensure solutions align to business needs and industry best practice

• Support ITSM process redesign across Incident, Problem, Change, Request, Knowledge, Service Level and Continual Improvement disciplines, and assess service desk, remote and onsite support functions to identify quick wins and longer-term improvements

• Contribute to business cases, benefits assessments and implementation planning, and support testing, business readiness, user adoption and transition into live service while producing high-quality analysis and recommendations for senior stakeholders

• At Cognizant, we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 2-3 days a week in a client or Cognizant office in Milton Keynes, UK. 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.

• 8+ years' experience as a Business Analyst or Consultant within IT Service Management environments

• Strong knowledge of ITIL processes and service management best practices

• Experience delivering ITSM transformation, service redesign or operating-model change programmes

• Experience working on Service Now implementation, enhancement or optimisation initiatives

• Strong workshop facilitation, stakeholder management and requirements-gathering skills, with the ability to analyse complex organisational, process and technology challenges and translate findings into practical recommendations

• ITIL Foundation or higher certification

• Experience with in large enterprise or public sector organisations

• Exposure to service desk transformation, support model redesign and digital service delivery programmes

• Experience developing business cases, roadmaps, process models and operating-model documentation

• Strengths in process mapping, target operating model design, service design, governance and service improvement

• CogWW
  901