ITSM Consultant

Cognizant; Milton Keynes; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Cognizant Consulting is seeking an ITSM Business Analyst/Consultant to shape ITSM strategy and operating-model transformations. You will collaborate with stakeholders, architects and delivery teams to design future-state processes and Roadmaps leveraging ServiceNow.

You will support incident, problem, change, and continual improvement disciplines, ensuring value-driven outcomes and strong governance across projects.

Qualifications

• 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 ServiceNow 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.

Responsibilities

• Conduct stakeholder interviews, workshops and discovery activities to understand ITSM processes, services, governance and organisational structures, and analyse capabilities, operating models and 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 ServiceNow 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.

Skills

Stakeholder management

Workshop facilitation

Requirements gathering

ServiceNow

Education

ITIL Foundation or higher certification

Tools

ServiceNow

Job description

About Cognizant Consulting

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.

About the role

As an ITSM Business Analyst / Consultant, you will make an impact by supporting ITSM strategy, operating-model transformation, process redesign and ServiceNow-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.

In this role, you will

• 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 ServiceNow 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

Work model

• 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.

What you must have to be considered

• 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 ServiceNow 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

These will help you succeed

• ITIL Foundation or higher certification

• Experience within 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

• CogWW901