Senior ServiceNow Architect — ITOM/ITSM & Analytics

Cognizant; Taguig; Hybrid; PHP 900,000 - 1,700,000; Full time

Job summary

Cognizant is seeking a Senior Developer/Technical Consultant to focus on enterprise ServiceNow ITOM/ITSM and performance analytics. You will ensure reliable hybrid operations for day shift teams and drive continuous improvement in service quality, stability, and data-driven decisions across critical IT services and processes.

Responsibilities include optimizing ITSM processes, configuring ITOM, developing PA dashboards, and collaborating with cross-functional teams to implement standardized

Qualifications

• Hands-on expertise in ServiceNow ITSM modules to design, configure, and support core service processes.
• Advanced knowledge of ServiceNow ITOM components for discovery service mapping and event management to support visibility and operations.
• Experience in ServiceNow PA for ITSM to build and maintain performance dashboards scorecards and reports.
• Six to eight years of experience in IT operations roles with enterprise service management platforms.

Responsibilities

• Manage and optimize ServiceNow ITSM processes to ensure incident problem change and request handling that improves operational stability and service quality.
• Configure and maintain ServiceNow ITOM capabilities to enhance service discovery dependency mapping and event management.
• Develop and refine ServiceNow PA for ITSM dashboards and reports providing actionable insights into service performance and compliance.
• Monitor day-to-day operations on ServiceNow platforms to identify performance bottlenecks and data quality gaps.
• Coordinate with cross-functional teams to translate requirements into efficient ServiceNow ITSM/ITOM configurations.
• Implement standardized workflows and automation in ServiceNow ITSM to reduce manual effort and shorten resolution times.
• Troubleshoot complex issues across ServiceNow ITOM and ITSM modules to restore normal operations with minimal disruption.
• Drive continuous improvement using ServiceNow PA metrics and feedback loops to improve reliability of critical services.
• Ensure alignment with governance and best practices for service management across the organization.
• Provide guidance to operations teams on efficient use of ServiceNow features for consistent service delivery.
• Document procedures and runbooks for repeatable operations by day shift hybrid teams.
• Collaborate with infrastructure and application owners to maintain accurate configuration records and service maps in ServiceNow ITOM.

Skills

ServiceNow ITSM

ServiceNow ITOM

Performance Analytics

Dashboards

Incident management

Problem management

Change management

Discovery

Service mapping

Event management

Tools

ServiceNow Platform

Job description

Cognizant is seeking a Senior Developer/Technical Consultant to focus on enterprise ServiceNow ITOM/ITSM and performance analytics. You will ensure reliable hybrid operations for day shift teams and drive continuous improvement in service quality, stability, and data-driven decisions across critical IT services and processes.

Responsibilities include optimizing ITSM processes, configuring ITOM, developing PA dashboards, and collaborating with cross-functional teams to implement standardized