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ITSM Consultant

Cognizant
Milton Keynes, GBR
Full-time
Hybrid
Discovered Today
IT Service Management (ITSM)ITIL processes and service management best practicesServiceNow implementation, enhancement or optimisationITSM transformation and service redesignBusiness analysisRequirements gathering

Full Job Posting

About the role

Work as an ITSM Business Analyst/Consultant supporting ITSM strategy, operating-model transformation, process redesign and ServiceNow-enabled service improvements.

Develop practical transformation roadmaps aligned with business objectives and collaborate with clients, stakeholders, service owners, architects and delivery teams.

What you will do

  • Interview stakeholders, run workshops and discover current ITSM processes, services, governance and organisational structures.
  • Analyse capabilities, operating models and service performance to identify improvements.
  • Document current and future-state processes, requirements, procedures, roles and governance.
  • Support ITSM strategies, target operating models and transformation roadmaps.
  • Translate requirements into functional specifications, user stories and acceptance criteria with ServiceNow teams.
  • Support redesign across Incident, Problem, Change, Request, Knowledge, Service Level and Continual Improvement.
  • Assess service desk and remote and onsite support functions for quick wins and longer-term improvements.
  • Contribute to business cases, benefits assessments, implementation planning, testing, readiness, adoption and transition to live service.

Required experience

  • Have 8+ years of Business Analyst or Consultant experience in IT Service Management environments.
  • Have strong knowledge of ITIL processes and service management best practices.
  • Have delivered ITSM transformation, service redesign or operating-model change programmes.
  • Have worked on ServiceNow implementation, enhancement or optimisation initiatives.
  • Bring strong workshop facilitation, stakeholder management and requirements-gathering skills.

Helpful experience

  • ITIL Foundation or higher certification is helpful.
  • Large enterprise or public sector experience is helpful.
  • Exposure to service desk transformation, support model redesign or digital service delivery is helpful.
  • Experience with business cases, roadmaps, process models, operating-model documentation, process mapping, service design, governance or service improvement is helpful.

Work model

  • Hybrid position requiring 2–3 days per week in a client or Cognizant office in Milton Keynes, UK.
  • Working arrangements may change with project and business requirements, with role expectations communicated clearly.

About Cognizant Consulting

Cognizant Consulting brings together industry insight, technology expertise and AI to help organisations transform how they work, serve customers and grow.

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