[Remote] ITIL Process Consultant – ServiceNow

Note: The job is a remote job and is open to candidates in USA. Cognizant is seeking an ITIL Process Consultant – ServiceNow to drive process standardization, optimization, and governance across enterprise service management environments. The role involves working closely with stakeholders to design and implement ITIL-aligned processes that enhance operational efficiency and service delivery outcomes.ResponsibilitiesAssess current-state ITIL processes, identify gaps, and recommend consolidation and optimization opportunitiesLead workshops with stakeholders to design future-state standardized processes aligned with ITIL best practicesDevelop end-to-end process models, including workflows, RACI definitions, governance controls, and escalation pathsDefine KPIs, SLAs, reporting frameworks, and continual improvement strategies to support centralized service deliveryPartner with ServiceNow functional and technical teams to translate process designs into platform workflows, approvals, and dashboardsSupport UAT, deployment readiness, training, and post-go-live stabilization to ensure successful adoptionEstablish governance frameworks and continuous improvement mechanisms to enhance service management maturityProvide subject matter expertise to deliver tailored, high-impact process solutions across complex environmentsSkillsStrong experience with ITSM and ITIL‑based process consulting, including process harmonization and governanceDeep knowledge of ITIL practices such as Incident, Request, Change, Problem, and Knowledge ManagementExperience facilitating stakeholder workshops and designing future‑state operating modelsWorking knowledge of ServiceNow ITSM and its ability to operationalize process designProven experience driving adoption across business and technical teamsBachelor's degree in Information Technology, Engineering, or a related fieldITIL v3 or ITIL 4 certification (required)5+ years of experience in process development, management, and improvement, with at least 3+ years working with ServiceNowServiceNow certifications such as CSA or ITSM implementation credentialsExperience with process governance frameworks and transformation initiatives in multi‑entity environmentsFamiliarity with Agile or Six Sigma methodologiesExperience supporting large‑scale ITSM transformation programsStrong analytical, communication, and stakeholder management skillsBenefitsMedical/Dental/Vision/Life InsurancePaid holidays plus Paid Time Off401(k) plan and contributionsLong-term/Short-term DisabilityPaid Parental LeaveEmployee Stock Purchase PlanDiscretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plansCompany OverviewCognizant is a professional services company that helps clients alter their business, operating, and technology models for the digital era. It was founded in 1994, and is headquartered in Teaneck, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.cognizant.com.