2 days ago
Base Salary
$141k - $163k/yr
Responsibilities
- Lead ServiceNow CSM workshops, discovery sessions, and client requirements-gathering activities.
- Design and architect Customer Service Management solutions aligned with business objectives and ServiceNow best practices.
- Provide guidance on process design, governance, service management optimization, and operational transformation.
- Review project deliverables for quality, scalability, and alignment with client requirements.
- Act as the liaison between business stakeholders and technical teams for process 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.
- Support presales and transition activities through solution demonstrations, workshops, proposal development, and project handoffs.
Requirements
- ServiceNow Customer Service Management certification and demonstrated expertise in ServiceNow CSM architecture and implementation.
- 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 and solid knowledge of IT Service Management principles.
- Experience in process management, process improvement, governance, and operational transformation initiatives.
- Strong stakeholder management and communication skills with business and technical audiences.
- Experience creating business documentation, solution designs, and project governance artifacts.
- Six Sigma certification or continuous improvement experience is preferred.
- Experience with Agile delivery environments, broader ServiceNow platform capabilities, presales activities, and enterprise-scale digital transformation programs is preferred.
Benefits
- Remote position open to qualified applicants in the United States.
- Medical, dental, vision, and life insurance.
- Paid holidays and paid time off.
- 401(k) plan and contributions.
- Long-term and short-term disability coverage.
- Paid parental leave.
- Employee Stock Purchase Plan.
- Eligible for a discretionary annual incentive program based on performance.
Categories
Solutions Engineering
About Cognizant
Cognizant is a public IT services and consulting firm that designs, builds, and runs enterprise technology, including digital engineering, cloud modernization, data/AI, and managed services. It sells consulting, systems integration, and outsourcing on multi-year engagements to large enterprises in healthcare, banking, retail, communications, and manufacturing. Founded in 1994 and headquartered in Teaneck, New Jersey, Cognizant is NASDAQ-listed (CTSH) and a Fortune 500 company.