ITSM Transformation Consultant - ServiceNow Expert

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

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.