Senior technical consultant- ITSM

ServiceNow ITSM Technical Consultant 

Role Summary 

We are seeking an experienced ServiceNow ITSM Technical Consultant with strong expertise in ServiceNow platform development, ITSM implementations, integrations, and workflow automation. The consultant will be responsible for designing, configuring, developing, and supporting ServiceNow ITSM solutions while working closely with functional consultants, architects, and business stakeholders. 

Key Responsibilities 

• Configure and implement ServiceNow ITSM modules:  

• Incident Management 

• Problem Management 

• Change Management 

• Request Management 

• Knowledge Management 

• Service Catalog 

• CMDB 

• Develop and customize ServiceNow applications using:  

• Business Rules 

• Client Scripts 

• Script Includes 

• Flow Designer 

• UI Policies 

• UI Actions 

• Record Producers 

• Catalog Items 

• Build and maintain integrations using:  

• REST APIs 

• SOAP APIs 

• IntegrationHub 

• MID Servers 

• Develop workflow automation and approval processes. 

• Support platform upgrades, patching, deployments, and production support activities. 

• Troubleshoot and resolve ServiceNow application and integration issues. 

• Collaborate with business analysts and functional consultants to translate requirements into technical solutions. 

• Participate in code reviews and follow ServiceNow development best practices. 

• Create technical design documents and unit test documentation. 

• Support Agile delivery processes including sprint planning, development, testing, and deployment. 

Mandatory Skills 

ServiceNow Platform 

• ITSM 

• Service Catalog 

• CMDB 

• Flow Designer 

• IntegrationHub 

• Service Portal / Employee Center 

Development 

• JavaScript 

• Business Rules 

• Client Scripts 

• Script Includes 

• UI Policies 

• UI Actions 

• ACLs 

Integrations 

• REST APIs 

• SOAP APIs 

• MID Server 

• Import Sets 

• Transform Maps 

Methodology 

• ITIL 

• Agile / Scrum 

Preferred Certifications 

Mandatory 

• ServiceNow Certified System Administrator (CSA) 

• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM) 

• ServiceNow Certified Application Developer (CAD) 

Additional Advantage 

• ITIL v4 Foundation 

• CIS-Discovery 

• CIS-Data Foundations 

• CIS-CSM 

• CIS-HRSD 

Experience Requirements 

• 3-7 years of ServiceNow experience 

• Minimum 3 years of ITSM implementation experience 

• Hands-on experience with Incident, Problem, Change, Request, and Knowledge Management. 

• Experience with ServiceNow integrations and workflow automation. 

• Experience working with enterprise customers in implementation or support projects. 

• Good understanding of ServiceNow development lifecycle and best practices.