Senior ServiceNow Engineer: ITOM/ITSM & Analytics

Cognizant; Philippines; Hybrid; PHP 1,100,000 - 1,900,000; Full time

Job summary

Cognizant in the Philippines seeks a Senior ServiceNow Developer/Technical Consultant focused on ITOM/ITSM and Performance Analytics. You will ensure reliable hybrid operations for day shift teams while driving continuous improvement in service quality, stability, and data-driven decision making across IT services.

Responsibilities include optimizing ITSM processes, configuring ITOM discovery and event management, building PA dashboards, monitoring platforms, and collaborating with

Qualifications

• 6–8 years in IT operations with enterprise service management.
• Hands-on configuring ITSM processes (incident problem change and request).
• Strong ITOM knowledge for discovery service mapping and event management.
• Experience building PA dashboards and reports for service health and performance.
• Hybrid work environments and day-shift operations experience.

Responsibilities

• Manage and optimize ServiceNow ITSM processes to improve incident, problem, change, and request handling.
• Configure and maintain ServiceNow ITOM capabilities including discovery, service mapping, and event management.
• Develop and refine ServiceNow PA dashboards and reports for actionable insights.
• Monitor day-to-day operations on ServiceNow platforms and address data quality issues.
• Coordinate with cross-functional teams to translate requirements into ITSM/ITOM configurations.
• Implement standardized workflows and automation in ServiceNow ITSM to reduce manual effort and improve resolution times.
• Troubleshoot complex issues across ServiceNow ITOM/ITSM to restore operations with minimal disruption.
• Drive continuous improvement using PA metrics and feedback loops for reliability.
• Align configurations with governance and industry best practices for service management.
• Provide guidance to operations teams on efficient use of ServiceNow features.
• Document procedures and runbooks for repeatable day-shift operations.
• Collaborate with infrastructure owners to maintain accurate configuration records and maps.
• Review system changes and upgrades to ensure compatibility and avoid regressions.

Skills

ServiceNow ITSM

ServiceNow ITOM

ServiceNow PA

Incident management

Problem management

Change management

Dashboards & reports

Analytics

Hybrid operations

Tools

Discovery

Service Mapping

Event Management

Performance Analytics

Job description

Cognizant in the Philippines seeks a Senior ServiceNow Developer/Technical Consultant focused on ITOM/ITSM and Performance Analytics. You will ensure reliable hybrid operations for day shift teams while driving continuous improvement in service quality, stability, and data-driven decision making across IT services.

Responsibilities include optimizing ITSM processes, configuring ITOM discovery and event management, building PA dashboards, monitoring platforms, and collaborating with