ServiceNow ITSM/ITOM Functional Consultant

The ServiceNow ITSM & HRSD Technical Lead is responsible for leading the design,

development, and implementation of ServiceNow solutions with a strong focus on IT

Service Management and HR Service Delivery modules. This role will oversee solution

architecture, integrations, platform governance, technical delivery, and production

support activities to ensure scalable and high-quality ServiceNow implementations

Technical Leadership & Solution Design

• Lead end-to-end ServiceNow support or implementations for ITSM and HRSD.
• Translate business requirements into scalable and compliant technical solutions.
• Define and maintain platform architecture, data models, and integration designs.
• Drive CMDB, Service Catalog, and Workflow design best practices.

Development & Configuration

• Configure and customize ServiceNow modules using Flows, UI Policies, Business Rules, Script Includes, Client Scripts, Widgets, and IntegrationHub.
• Develop and maintain HR Case & Knowledge Management, HR Services, Lifecycle Events, and Employee Center experiences.
• Implement ITSM processes including Incident, Problem, Change, Request, Knowledge, CMDB, SLA, and Discovery where applicable.

Integration & Platform Governance

• Design and manage integrations between ServiceNow and external systems (REST, SOAP, MID Server, OAuth).
• Govern platform upgrades, patches, performance tuning, and security compliance.
• Ensure adherence to ServiceNow coding, naming, and security standards.

• Lead and mentor ServiceNow developers and analysts.
• Work closely with Business Stakeholders, HR, ITSM Process Owners, Security Teams, and Project Managers.
• Lead workshops, solution reviews, demos, and UAT sessions.

Required Skills & Experience

8+ years hands-on ServiceNow implementation experience.

Strong expertise in ITSM and HRSD modules.

Proficiency in JavaScript, Glide API, Flow Designer, ATF, Scoped Apps.

Experience designing HR Case Management, Employee Service Center portals, HR Knowledge & Services.

Hands-on experience working with CMDB & Service Mapping (preferred).

Experience with ServiceNow IntegrationHub and REST/SOAP API integrations.

Strong understanding of ITIL & HR process workflows.

Certifications:

ServiceNow Certified System Administrator (CSA) - Required

ServiceNow ITSM Implementation Specialist

ServiceNow HRSD Implementation Specialist

ITIL v3/v4 Foundation

Soft Skills

Excellent communication, documentation, and stakeholder engagement skills.

Ability to lead technical teams and manage delivery timelines.

Problem-solving and analytical thinking with a proactive work approach.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.