ITSM ServiceNow Consultant

Key Responsibilities

• Configure, customize, and maintain ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge)
• Design workflows, business rules, UI policies, client scripts, and catalog items
• Support end-to-end ITSM process implementation and continuous improvement
• Integrate ServiceNow with third-party systems using REST/SOAP APIs
• Develop and maintain reports, dashboards, and performance analytics
• Perform platform upgrades, patching, and instance management
• Troubleshoot issues and provide Tier 2/3 ServiceNow support
• Collaborate with IT, security, and business stakeholders to gather requirements
• Ensure compliance with ITIL processes and organizational standards
• Maintain technical documentation and provide user training when needed

Required Skills & Qualifications

• Hands-on experience with ServiceNow ITSM
• Strong knowledge of ITIL processes and ITSM best practices
• Experience with ServiceNow scripting (JavaScript, Glide API)
• Hands-on experience with Flow Designer and Workflow Editor
• Strong understanding of CMDB and service mapping concepts
• Experience with ServiceNow integrations and REST APIs
• Excellent problem-solving and communication skills

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow ITSM Implementation Specialist
• Experience with additional ServiceNow modules (ITOM, HRSD, CSM)
• Exposure to Agile/DevOps environments

Education

• Bachelor s degree in Computer Science, Information Technology, or equivalent experience