ITSM Change & Problem Manager (ServiceDesk Plus)

Cognizant; Des Moines (IA); Hybrid; USD 79,000 - 92,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan

Paid holidays

Paid Time Off

Job summary

Cognizant in Des Moines, IA is seeking an ITSM Change & Problem Manager (ServiceDesk Plus) with 8–12 years of experience. Hybrid role, three days in office. Scope includes Change, Problem, and Major Incident management, plus ServiceDesk Plus administration and governance. Visa sponsorship is not available.

The role demands leadership of CAB activities, robust RCA execution, and cross-team coordination across IT domains. Strong analytical and communication skills are essential.

Qualifications

• ITIL-based Change and Problem Management experience required.
• Experience with CAB governance and incident response.
• Strong analytical and communication skills essential.
• Familiarity with ITSM platforms (ServiceNow or similar) preferred.

Responsibilities

• Own and administer the Change Management process end-to-end.
• Lead RCA activities for recurring incidents and major events.
• Coordinate cross-functional teams to eliminate recurring issues.
• Facilitate CAB/ECAB meetings and maintain approval workflows.
• Develop dashboards and reporting for operators and executives.
• Maintain CMDB integrations and knowledge management processes.
• Support Major Incident handling and post-incident reviews.
• Ensure compliance with governance, risk, and regulatory requirements.

Skills

Change Management

Problem Management

Root Cause Analysis (RCA)

CAB Leadership

Data Analysis

Reporting

Stakeholder Management

Process Governance

Tools

ManageEngine ServiceDesk Plus

CMDB Integration

Knowledge Management

Power BI Reporting

Automation & Workflow Design

ServiceNow

Job description

ITSM Change & Problem Manager (ServiceDesk Plus)

Experience -8–12 Years

Location – Des Moines, IA (Hybrid- 3 days work from office)

Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Key Responsibilities

• Own and administer the end-to-end Change Management process.


• Govern Standard, Normal, Emergency, and Major Changes.


• Review, assess, and approve change requests based on business impact and risk.


• Facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings.


• Ensure appropriate risk assessments, backout plans, implementation schedules, and approval workflows.


• Track change success rates and change-related incidents.


• Ensure compliance with maintenance windows and customer governance requirements.


• Coordinate change activities across Infrastructure, Applications, Security, Cloud, Network, Database, and End User Computing teams.

Problem Management

• Own and drive the Problem Management lifecycle.


• Lead Root Cause Analysis (RCA) activities for recurring and major incidents.


• Facilitate problem review and corrective action meetings.


• Establish Known Error Database (KEDB) management processes.


• Identify recurring incident trends and proactive improvement opportunities.


• Drive permanent resolution of underlying causes impacting service stability.


• Coordinate cross-functional technical teams to identify and eliminate recurring issues.


• Track corrective and preventive actions through closure.

Major Incident Support

• Partner with Major Incident Managers during Priority 1 and Priority 2 incidents.


• Lead post-incident reviews and lessons learned sessions.


• Ensure action items are documented, assigned, tracked, and completed.


• Maintain RCA quality standards and reporting timelines.

ServiceDesk Plus Administration

• Configure and administer Change and Problem Management modules within ServiceDesk Plus.


• Maintain workflows, approval processes, templates, categorizations, and automation rules.


• Develop dashboards and reporting for operational and executive stakeholders.


• Ensure integration with CMDB, Asset Management, Incident Management, and Knowledge Management processes.

Governance, Compliance & Risk Management

• Establish ITIL-aligned Change and Problem Management governance.


• Conduct process compliance audits and control reviews.


• Ensure adherence to customer policies, regulatory requirements, and contractual obligations.


• Identify operational risks and develop remediation plans.


• Drive continual service improvement initiatives.

Reporting & Executive Governance

• Develop operational and executive dashboards.


• Present service improvement opportunities and risk assessments to leadership.


• Provide monthly governance reporting covering:
  
  
  
  • Change Success Rate
  
  
  • Emergency Change Trends
  
  
  • Failed Changes
  
  
  • Repeat Incidents
  
  
  • Problem Backlog
  
  
  • RCA Timeliness
  
  
  • Risk Exposure
  
  
  • Availability Improvements
  
  
  • Service Stability Metrics
  
  
  
  

Required Technical Skills

ManageEngine ServiceDesk Plus

• Change Management Module Administration


• Problem Management Module Administration


• Workflow Configuration


• CAB Governance


• Reporting & Dashboard Development


• CMDB Integration


• Knowledge Management Integration

ITIL Process Expertise

• Change Enablement


• Problem Management


• Incident Management


• Major Incident Management


• Knowledge Management


• Configuration Management


• Service Level Management


• Continual Service Improvement

Technical Understanding

• Infrastructure Services


• Cloud Platforms (Azure/AWS)


• Network Operations


• End User Computing


• Server Administration


• Database Platforms


• Security Operations

Preferred Skills

• ServiceNow or other enterprise ITSM platforms


• Power BI Reporting


• Automation & Workflow Design


• IT Operations Analytics


• Risk Management


• Lean / Continual Improvement Methodologies

Key Competencies

• Change Risk Assessment


• Root Cause Analysis (RCA)


• CAB Leadership


• Problem Solving


• Executive Communication


• Stakeholder Management


• Process Governance


• Service Improvement Leadership


• Data Analysis & Reporting

Applications will be accepted until 8/31/2026

The annual salary for this position is between $79,000- $92,000 depending on experience and other qualifications of the successful candidate.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance


• Paid holidays plus Paid Time Off


• 401(k) plan and contribution


• Long-term/Short-term Disability


• Paid Parental Leave


• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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