ServiceNow ITOM Lead

What the role needs

• S erviceNow ITOM Capability Leader
• In this role, you will
• 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 for infrastructure-critical ITOM incidents in partnership with delivery teams and within agreed service levels.
• Own and present the market’s ITOM roadmap during quarterly customer reviews, translating business priorities into practical 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 partner with learning teams to build delivery capability across ITOM Prime, ITOM Advanced, Discovery, and Service Mapping.
• What you need to have to be considered
• 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 Common Service Data Model principles.
• Experience leading complex technical escalations and collaborating across delivery, architecture, and customer teams.

From the employer

S erviceNow ITOM Capability Leader About the role As a ServiceNow ITOM Capability Leader, you will make an impact by shaping and delivering ServiceNow Operations Management solutions across Discovery, Service Mapping, Event Management, and ITOM Prime for an assigned market. You will be a valued member of the ServiceNow capability team and work collaboratively with delivery leaders, solution architects, sales teams, customers, and learning partners to resolve critical issues, strengthen delivery quality, and advance the market’s ITOM roadmap. In this role, you will · 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 for infrastructure-critical ITOM incidents in partnership with delivery teams and within agreed service levels. · Own and present the market’s ITOM roadmap during quarterly customer reviews, translating business priorities into practical 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 partner with learning teams to build delivery capability across ITOM Prime, ITOM Advanced, Discovery, and Service Mapping. What you need to have to be considered · 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 Common Service Data Model 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. These will help you stand out · Experience leading ServiceNow ITOM capabilities across multiple accounts or a regional market. · Demonstrated success supporting ITOM-focused RFPs, solution design, and customer roadmap discussions. · Experience creating enterprise blueprints, playbooks, quality gates, or technical enablement programs. We’re excited to meet people who share our mission and can make an impact in a variety of ways. Don’t hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role. Salary and other compensation Applications will be accepted through November 20, 2026. The annual salary for this position is $119,000–$139,000, depending on the successful candidate’s experience and other qualifications. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans. 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 contributions • Long-term/Short-term Disability • Paid Parental Leave • Employee Stock Purchase Plan Additional employment information Compensation 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. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview. Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. Applicants for US based positions must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for US based positions. If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India. About Cognizant: Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.