ITIL Process Consultant – ServiceNow

ITIL Process Consultant – Service Now

Location:

Remote

Employment Type:

Full-Time

Job :

As an ITIL Process Consultant – Service Now, 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, Service Now teams, and leadership to design and implement scalable ITIL‑aligned processes that improve operational efficiency and service delivery outcomes.

• 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 Service Now 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.

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.

• 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 Service Now 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 Service Now.

• Service Now 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.

Applicants will be accepted until 7/18/2026. Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship.

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.

• 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

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.

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.