Sr. Tech Consultant (ServiceNow Developer)

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

Job Summary

Serve as a Senior Developer or Senior Technical Consultant focusing on enterprise ServiceNow ITOM/ITSM and performance analytics solutions for a global organization ensuring reliable hybrid operations for day shift teams while driving continuous improvement in service quality operational stability and data driven decision making across critical IT services and processes.

Responsibilities

• Manage and optimize ServiceNow ITSM processes to ensure consistent incident problem change and request handling that improves operational stability and service quality across the organization.
• Configure and maintain ServiceNow ITOM capabilities to enhance service discovery dependency mapping and event management enabling faster root cause identification and reduction of service outages.
• Develop and refine ServiceNow PA for ITSM dashboards and reports that provide actionable insights into service performance operational trends and compliance with internal and external service targets.
• Monitor day to day operations on ServiceNow platforms to proactively identify performance bottlenecks configuration issues and data quality gaps that may impact service delivery.
• Coordinate with cross functional teams to capture operations requirements and translate them into efficient ServiceNow ITSM and ITOM configurations that support hybrid work models and day shift coverage.
• Implement standardized workflows and automation in ServiceNow ITSM that reduce manual effort shorten resolution times and support consistent experience for internal and external stakeholders.
• Troubleshoot complex issues across ServiceNow ITOM and ITSM modules by analyzing logs configuration elements and integration points to restore normal operations with minimal disruption.
• Drive continuous improvement initiatives in operations by using ServiceNow PA metrics trend analysis and feedback loops to refine processes and increase reliability of critical services.
• Ensure alignment of ServiceNow configurations and operational practices with organizational governance compliance expectations and industry best practices for service management.
• Provide guidance to operations team members on efficient use of ServiceNow ITSM ITOM and PA features to support consistent service delivery and informed decision making.
• Document operational procedures configuration standards and runbooks for ServiceNow platforms so that day shift hybrid teams can follow repeatable steps for stable operations.
• Collaborate with infrastructure and application owners to maintain accurate configuration records and service maps in ServiceNow ITOM that reflect the current production environment.
• Review and validate system changes and upgrades in ServiceNow environments to ensure compatibility with existing operations prevent regressions and maintain required service levels.

Qualifications

• Apply strong hands on expertise in ServiceNow ITSM modules to design configure and support core service processes including incident problem change request and service catalog management.
• Utilize advanced knowledge of ServiceNow ITOM components to configure discovery service mapping and event management that support reliable infrastructure visibility and operations monitoring.
• Leverage practical experience in ServiceNow PA for ITSM to build and maintain performance dashboards scorecards and reports that help stakeholders track service health and operational effectiveness.
• Demonstrate six to eight years of experience in IT operations roles working with enterprise service management platforms where responsibilities included configuration support and optimization activities.
• Apply solid understanding of hybrid work environments and day shift operations to design support models and workflows that fit organizational needs without requiring frequent travel.
• Use analytical and problem solving skills to interpret operational data from ServiceNow identify patterns that impact service delivery and recommend targeted improvements for better outcomes.