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Cognizant
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Process Consultant

Process Consultant

Cognizant

15 - 17 years

0 Lacs

bengaluru karnataka india

Posted:18 hours ago| Platform: Foundit logo

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Skills Required

organizational change management kpis olas itsm process design bmc capabilities and integrations siam operating model

Work Mode

On-site

Job Type

Full Time

Job Description

SIAM/ITSM Process Consultant

Roles & Responsibilities

Strategic Design & Governance

Lead the architecture and implementation
of the complete
SIAM Operating Model
(Service Integration and Management).
Act as the organization's
SME
for
ITSM process design
across a multi-vendor ecosystem.
Develop the long-term
ITSM/SIAM strategy
aligned with business objectives and digital transformation.
Establish and chair executive-level
governance boards
(e.g., Change, Service Review) to manage vendor performance and risk.

Process Execution & Transformation

Lead complex, large-scale
ITSM transformation programs
from design to adoption.
Define and mature all key ITIL processes (
Incident, Problem, Change, Configuration, SLM
, etc.) for multi-provider landscapes.
Drive
Organizational Change Management (OCM)
to ensure process adoption across internal and vendor teams.
Ensure
ITSM tooling (e.g., ServiceNow)
is optimized and integrated to support the defined processes.

Performance & Improvement

Define, negotiate, and govern key
SLAs, OLAs, and KPIs
for all service providers.
Lead strategic
Continual Service Improvement (CSI)
initiatives, focusing on service quality, efficiency, and cost reduction.
Act as the ultimate
escalation point
for cross-tower/cross-vendor process conflicts and service integration challenges.

Desired Experience

Minimum
15 years
of progressive experience in IT Service Management and IT Consulting.
Deep, demonstrable experience
in designing and implementing
SIAM models
in complex, global environments.
Proven track record of
leading large-scale, complex transformation programs
end-to-end.
Expert ability to engage and
influence C-level and senior stakeholders
.
Strong working knowledge of
ITSM/ESM platforms
(e.g., ServiceNow, BMC) capabilities and integrations.

Certifications

Mandatory:
ITIL 4 Managing Professional (MP)
or
ITIL 4 Strategic Leader (SL)
(or ITIL v3 Expert).
Highly Desirable:
SIAM Professional
or
SIAM Foundation
.
Project Management Professional (
PMP
).
COBIT
or
Lean/Six Sigma
certification.

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