Senior ServiceNow Infra Ops & Mapping Specialist

Cognizant; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Cognizant in the Philippines seeks a Senior Technical Consultant / Infra Ops Specialist to manage and optimize enterprise infrastructure operations with a strong focus on ServiceNow Service Mapping and ServiceNow ITOM. The role supports global stakeholders in a hybrid work environment, delivering reliable service maps and robust monitoring.

You will design and maintain mapping solutions, coordinate with cross functional teams, validate data hygiene, and drive continuous improvement to reduce

Qualifications

• Strong hands-on experience configuring and maintaining ServiceNow Service Mapping.
• Experience with ServiceNow ITOM modules including discovery and event management.
• Ability to translate complex enterprise infrastructures into clear service models.

Responsibilities

• Drive design and implementation of ServiceNow Service Mapping to create accurate service models.
• Optimize ServiceNow ITOM capabilities to enhance infrastructure monitoring and event management.
• Coordinate with application owners and infrastructure teams to collect data for comprehensive service maps.
• Maintain service mapping patterns and discovery configurations for data quality and reliable impact analysis.
• Monitor daily infrastructure operations through ServiceNow dashboards to identify trends and recurring issues.
• Collaborate with incident and problem management teams to improve root cause analysis and timely recovery actions.
• Implement operational standards and best practices for ServiceNow ITOM usage including data hygiene.
• Support change management by validating service maps reflect deployments and retirements.
• Analyze ServiceNow reports to recommend infrastructure optimization and stability improvements.
• Coordinate with security/compliance to ensure discovered data adheres to policies.
• Guide cross-functional teams on effective use of ServiceNow Service Mapping and ITOM features.
• Document runbooks to enable day shift teams to support infrastructure without disruption.
• Contribute to continuous improvement by evaluating new ServiceNow features.

Skills

ServiceNow Service Mapping

ServiceNow ITOM

Infrastructure monitoring

Hybrid work coordination

Incident management

Tools

ServiceNow Discovery

ServiceNow Dashboards

Event management

Job description

Cognizant in the Philippines seeks a Senior Technical Consultant / Infra Ops Specialist to manage and optimize enterprise infrastructure operations with a strong focus on ServiceNow Service Mapping and ServiceNow ITOM. The role supports global stakeholders in a hybrid work environment, delivering reliable service maps and robust monitoring.

You will design and maintain mapping solutions, coordinate with cross functional teams, validate data hygiene, and drive continuous improvement to reduce