Senior Consulting Manager – ServiceNow Chat Architect

Senior Consulting Manager – ServiceNow Chat Architect

About Cognizant Consulting

Cognizant Consulting is more than Cognizant’s consulting practice—we’re a global community of 5,000+ experts dedicated to helping clients reimagine their business. Blending our deep industry and technology advisory capability, we create innovative business solutions for Fortune 500 clients. And now, we’re looking for our next colleague who’ll join us in shaping the future of business. Could it be you?

About the role

As a Senior Consulting Manager – ServiceNow Chat Architect, you will make an impact by leading enterprise clients through the assessment and migration of legacy chat platforms to modern ServiceNow-based conversational solutions. You will be a valued member of the Consulting team and work collaboratively with clients, cross-functional stakeholders, and ServiceNow account teams.

In this role, you will:
• Lead end-to-end delivery of ServiceNow chat assessment and migration planning engagements, owning scope, schedule, quality, and client satisfaction
• Conduct current-state assessments across chat platforms, including workflows, integrations, data, and technical constraints
• Define migration strategies, roadmaps, and detailed plans aligned to business and technical requirements
• Identify key dependencies, risks, and assumptions, and establish mitigation strategies to support successful transformation
• Facilitate workshops and executive discussions, communicating findings and recommendations to senior stakeholders

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this position requires travel as needed and at least 3 days per week in a client or Cognizant office in West Chester, PA. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements.

What you must have to be considered
• 10+ years of experience in IT consulting, enterprise architecture, or technology delivery, including 5+ years focused on ServiceNow
• Hands-on experience delivering ServiceNow chat solutions (Agent Chat, Virtual Agent, Now Assist, or similar)
• Proven success leading large-scale platform migration or modernization programs in enterprise environments
• Strong understanding of IT service management operations, service desk workflows, and conversational interfaces
• Demonstrated ability to manage senior client relationships and communicate complex concepts to executive audiences

These will help you succeed
• ServiceNow certifications (CIS, CTA, CMA) in ITSM, CSM, or conversational capabilities
• Experience in telecommunications, cable, managed services, or similar large enterprise industries
• Knowledge of enterprise chat and conversational platforms (e.g., Microsoft Teams, Genesys, Salesforce Service Cloud)
• Background in integration architecture and data migration (e.g., APIs, IntegrationHub, middleware tools)
• Strong facilitation and leadership skills with the ability to manage multiple workstreams in parallel

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.

Benefits
• Medical, dental, vision, and life insurance
• 401(k) plan with company contributions
• Employee stock purchase plan
• Employee assistance program
• Paid time off plus 10 paid holidays
• Paid parental leave and fertility assistance
• Learning and development programs and certifications