Role summary
Cognizant is looking for a ServiceNow Business Process Consultant with strong hands-on experience in ServiceNow Strategic Portfolio Management (SPM) to lead process discovery, solution design, and implementation advisory across portfolio, demand, project and resource management. You will work with business stakeholders and IT teams to translate business needs into fit-for-purpose ServiceNow SPM solutions, aligned to governance, controls and public-sector operating requirements.

Key responsibilities

• Lead end-to-end business process consulting for ServiceNow initiatives, with primary focus on ServiceNow SPM (Portfolio, Demand, Project/Agile, Resource, Financials, and reporting/analytics as applicable).
• Facilitate workshops to capture as-is/to-be processes, pain points, controls, data requirements and success measures; document outcomes using clear process narratives and user stories.
• Translate business requirements into solution designs including process flows, role model, data model, integrations, governance and operating procedures.
• Advise on SPM operating model design (intake and triage, prioritisation, funding, stage gates, portfolio reviews, benefits tracking) and ensure alignment with the client’s governance needs.
• Configure and guide implementation of SPM capabilities (e.g., demand intake, portfolio planning, project execution, resource assignment, time/expense, financial planning) in partnership with platform/implementation teams.
• Define KPI and reporting requirements and support dashboard design for portfolio health, delivery performance, resource capacity and financial visibility.
• Support data migration planning, data quality rules, and cutover activities for SPM entities (demands, projects, tasks, resources, cost plans, etc.).
• Work with integration teams to define integration requirements (e.g., identity, HR, finance, collaboration tools) and ensure end-to-end process integrity.
• Drive change management readiness: stakeholder communications, training approach, adoption metrics, and hypercare support.
• Ensure solutions adhere to ServiceNow best practices, client’s security and compliance requirements, and maintainability standards.

Required qualifications & experience

• Degree in Information Systems, Computer Science, Business, Engineering, or equivalent practical experience.
• Proven experience as a Business Process Consultant / Business Analyst / Functional Consultant on ServiceNow implementations, with strong, demonstrable experience in ServiceNow SPM.
• Hands-on knowledge of portfolio and project management processes, demand management, governance and prioritisation frameworks, and resource/capacity management.
• Experience eliciting requirements, leading workshops, and producing functional specifications, user stories, process maps, and test scenarios.
• Ability to partner with technical teams on configuration decisions, integration requirements and data migration considerations.
• Strong stakeholder management and communication skills, including experience working with senior management and cross-functional teams.
• Comfortable working in structured governance environments with documentation, controls and auditability expectations.

Preferred qualifications

• ServiceNow certifications such as Certified System Administrator (CSA) and/or Certified Implementation Specialist – Strategic Portfolio Management (or equivalent).
• Experience with related ServiceNow products/processes (e.g., ITSM, ITOM, APM, IRM/GRC, Performance Analytics, IntegrationHub).
• Experience in public sector, statutory board, or regulated environments with strong governance and compliance needs.
• Familiarity with Agile delivery ways of working and tooling (e.g., ServiceNow Agile Development, Jira) and hybrid project governance.
• Experience designing executive dashboards and management reporting for portfolio/PMO functions.

Technical skills

• Strong functional knowledge of ServiceNow SPM data objects and workflows (e.g., demand, epics/features/stories where applicable, projects, tasks, resources, allocations, cost plans, benefit plans).
• Ability to collaborate on configuration topics: forms, lists, workflows/Flow Designer, notifications, roles/groups, UI policies, business rules (functional understanding), and reporting.
• Good understanding of integration patterns (APIs, file-based, middleware) and identity/access considerations.
• Solid grasp of testing lifecycle (SIT/UAT), defect triage, and release readiness.

Competencies

• Strong analytical and problem-solving skills; able to simplify complex processes into implementable solution components.
• Excellent facilitation skills; able to lead discussions, manage differing viewpoints and drive decisions.
• Clear, structured written and verbal communication with strong documentation discipline.
• Outcome-focused with attention to detail, quality, and maintainability.
• Collaborative mindset; able to work effectively with business users, PMO functions, architects, developers, and vendors.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

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.

Disclaimer:
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.