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ServiceNow ITOM Lead

CognizantEngineering & Development
Hiring from
Australia
Work type
Hybrid
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ServiceNow ITOM Lead

00070971771

We are currently seeking an experienced ServiceNow ITOM Lead to join our ServiceNow Centre of Excellence and drive the strategy, architecture, and delivery of ServiceNow IT Operations Management (ITOM) capabilities across enterprise environments.

This role provides the opportunity to work at the intersection of platform leadership, solution architecture, and critical operational support. You will own and evolve the ITOM capability across Discovery, Service Mapping, Event Management, ITOM Health, and ITOM Visibility, ensuring organisations gain accurate service visibility, proactive event management, and robust CMDB foundations.

As a senior member of the Centre of Excellence, you will provide technical leadership across complex implementations, support critical infrastructure escalations, mentor technical teams, and shape the future direction of ITOM solutions within the organisation.

Key Responsibilities

ITOM Solution Leadership

• Own the ServiceNow ITOM capability for the assigned market, including Discovery, Service Mapping, Event Management, and ITOM Prime.

• Define and maintain the ITOM roadmap, ensuring alignment with customer objectives, platform best practices, and ServiceNow product evolution.

• Provide architectural leadership across complex ITOM implementations involving multi-cloud, hybrid infrastructure, and large-scale enterprise environments.

• Establish ITOM delivery standards, governance frameworks, QA processes, and implementation best practices.

• Develop reusable accelerators, blueprints, frameworks, and reference architectures to improve delivery consistency and efficiency.

Technical Delivery & Escalations

• Act as the senior technical escalation point for complex ITOM-related incidents and platform challenges.

• Lead resolution of critical P1/P2 infrastructure incidents involving Discovery, Service Mapping, Event Management, CMDB, and platform integrations.

• Work alongside delivery teams to troubleshoot, remediate, and optimise enterprise-wide ITOM deployments.

• Provide architectural oversight for ITOM implementations requiring complex infrastructure discovery, event correlation, and service dependency modelling.

• Support delivery teams during major deployments, upgrades, migrations, and platform transformation initiatives.

ServiceNow ITOM Capability Development

• Design and maintain Discovery and Service Mapping strategies that improve CMDB accuracy and operational visibility.

• Drive Event Management maturity through correlation rules, alert aggregation, operational intelligence, and proactive incident identification.

• Improve CMDB health through alignment with Common Service Data Model (CSDM) standards and ongoing governance practices.

• Design solutions that connect infrastructure, cloud services, applications, and business services into a unified operational model.

• Support observability and AIOps initiatives through integration with monitoring and infrastructure management platforms.

Centre of Excellence Leadership

• Mentor developers, consultants, and architects across ServiceNow ITOM practices and capabilities.

• Deliver capability uplift programs, workshops, and training sessions focused on Discovery, Service Mapping, Event Management, and CMDB best practices.

• Contribute to internal capability development, innovation initiatives, and thought leadership activities.

• Partner with presales and bid teams to shape ITOM-focused proposals, architecture responses, and solution strategies.

• Lead technical design reviews and provide guidance on complex customer engagements.

Skills & Experience

• Extensive experience delivering and supporting ServiceNow ITOM solutions within large enterprise environments.

• Strong hands-on expertise across:

  • Discovery
  • Service Mapping
  • Event Management
  • CMDB
  • CSDM
  • ITOM Visibility
  • ITOM Health

• Proven experience designing and implementing Discovery solutions across hybrid, cloud, and on-premise environments.

• Strong understanding of Service Mapping methodologies, dependency modelling, and business service visibility.

• Experience implementing Event Management capabilities, including event correlation, alert reduction, operational intelligence, and incident automation.

• Deep understanding of CMDB architecture, governance, reconciliation, normalization, and data quality practices.

• Experience integrating ServiceNow with monitoring and infrastructure platforms such as SolarWinds, Dynatrace, Splunk, AppDynamics, SCOM, Azure Monitor, AWS CloudWatch, or similar solutions.

• Strong understanding of infrastructure domains including servers, networks, cloud platforms, databases, middleware, and applications.

• Experience troubleshooting complex platform and infrastructure-related issues within mission-critical environments.

• Proven capability leading technical teams and influencing architecture decisions across multiple engagements.

• Strong stakeholder management, consulting, and communication skills.

• Experience operating within Agile, enterprise delivery, and managed services environments.

• Ability to balance strategic roadmap ownership with hands-on technical execution and escalation support.

Next Steps

If you feel this opportunity suits you, or Cognizant is the type of organisation you would like to join, we want to have a conversation with you! Please apply directly with us.

Cognizant is committed to providing Equal Employment Opportunities.

Successful candidates will be required to undergo a background check.

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.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more.

Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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