Experience -8–12 Years
Location – Des Moines, IA (Hybrid- 3 days work from office)
Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Key Responsibilities
Change Management
Own and administer the end-to-end Change Management process.
Govern Standard, Normal, Emergency, and Major Changes.
Review, assess, and approve change requests based on business impact and risk.
Facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings.
Ensure appropriate risk assessments, backout plans, implementation schedules, and approval workflows.
Track change success rates and change-related incidents.
Ensure compliance with maintenance windows and customer governance requirements.
Coordinate change activities across Infrastructure, Applications, Security, Cloud, Network, Database, and End User Computing teams.
Problem Management
Own and drive the Problem Management lifecycle.
Lead Root Cause Analysis (RCA) activities for recurring and major incidents.
Facilitate problem review and corrective action meetings.
Establish Known Error Database (KEDB) management processes.
Identify recurring incident trends and proactive improvement opportunities.
Drive permanent resolution of underlying causes impacting service stability.
Coordinate cross-functional technical teams to identify and eliminate recurring issues.
Track corrective and preventive actions through closure.
Major Incident Support
Partner with Major Incident Managers during Priority 1 and Priority 2 incidents.
Lead post-incident reviews and lessons learned sessions.
Ensure action items are documented, assigned, tracked, and completed.
Maintain RCA quality standards and reporting timelines.
ServiceDesk Plus Administration
Configure and administer Change and Problem Management modules within ServiceDesk Plus.
Maintain workflows, approval processes, templates, categorizations, and automation rules.
Develop dashboards and reporting for operational and executive stakeholders.
Ensure integration with CMDB, Asset Management, Incident Management, and Knowledge Management processes.
Governance, Compliance & Risk Management
Establish ITIL-aligned Change and Problem Management governance.
Conduct process compliance audits and control reviews.
Ensure adherence to customer policies, regulatory requirements, and contractual obligations.
Identify operational risks and develop remediation plans.
Drive continual service improvement initiatives.
Reporting & Executive Governance
Develop operational and executive dashboards.
Present service improvement opportunities and risk assessments to leadership.
Provide monthly governance reporting covering:
Change Success Rate
Emergency Change Trends
Failed Changes
Repeat Incidents
Problem Backlog
RCA Timeliness
Risk Exposure
Availability Improvements
Service Stability Metrics
Required Technical Skills
ManageEngine ServiceDesk Plus
Change Management Module Administration
Problem Management Module Administration
Workflow Configuration
CAB Governance
Reporting & Dashboard Development
CMDB Integration
Knowledge Management Integration
ITIL Process Expertise
Change Enablement
Problem Management
Incident Management
Major Incident Management
Knowledge Management
Configuration Management
Service Level Management
Continual Service Improvement
Technical Understanding
Infrastructure Services
Cloud Platforms (Azure/AWS)
Network Operations
End User Computing
Server Administration
Database Platforms
Security Operations
Preferred Skills
ServiceNow or other enterprise ITSM platforms
Power BI Reporting
Automation & Workflow Design
IT Operations Analytics
Risk Management
Lean / Continual Improvement Methodologies
Key Competencies
Change Risk Assessment
Root Cause Analysis (RCA)
CAB Leadership
Problem Solving
Executive Communication
Stakeholder Management
Process Governance
Service Improvement Leadership
Data Analysis & Reporting
Applications will be accepted until 8/31/2026
The annual salary for this position is between $79,000- $92,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and is subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contribution
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits 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.
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