ServiceNow ITOM Lead — Architecture & Delivery

Cognizant; New York (NY); On-site; USD 119,000 - 139,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a ServiceNow ITOM Capability Leader in New York to shape and deliver ITOM solutions across Discovery, Service Mapping, Event Management, and ITOM Prime. You will guide architecture, resolve critical escalations, and drive the ITOM roadmap with clients and partners.

The role requires hands-on ITOM Prime expertise and a track record of defining reusable assets and delivery standards for enterprise-scale programs.

Qualifications

• Current ServiceNow Certified Implementation Specialist certification in Discovery, Event Management, or Service Mapping.
• Hands-on experience administering or implementing ServiceNow ITOM Prime.
• Strong knowledge of Discovery, Service Mapping, Event Management, CMDB, and CSDM principles.
• Experience leading complex technical escalations and collaborating across delivery, architecture, and customer teams.
• Ability to define roadmaps, delivery standards, and reusable assets for enterprise-scale ServiceNow ITOM programs.

Responsibilities

• Provide architecture-level leadership for complex ServiceNow ITOM implementations, including multi-cloud Discovery, enterprise-scale Service Mapping, and CMDB-dependent event correlation.
• Lead the resolution of P1 and P2 technical escalations with delivery teams and defined SLAs.
• Own and present ITOM roadmap during quarterly customer reviews, translating priorities into capability plans.
• Develop reusable ITOM blueprints, playbooks, delivery standards, and quality gates for Discovery, Service Mapping, and Event Management.
• Lead ITOM solution architecture for strategic pursuits and build delivery capability across ITOM Prime, ITOM Advanced, Discovery, and Service Mapping.

Skills

Certified ITOM specialist

ITOM Prime experience

Discovery & Service Mapping knowledge

CMDB/CSDM knowledge

Leadership in escalations

Job description

Cognizant is seeking a ServiceNow ITOM Capability Leader in New York to shape and deliver ITOM solutions across Discovery, Service Mapping, Event Management, and ITOM Prime. You will guide architecture, resolve critical escalations, and drive the ITOM roadmap with clients and partners.

The role requires hands-on ITOM Prime expertise and a track record of defining reusable assets and delivery standards for enterprise-scale programs.