ServiceNow ITSM Consultant

Job Summary

This role supports the implementation, configuration, and improvement of ServiceNow ESM solutions by translating business needs into technical solutions, maintaining platform operations, and enabling ongoing enhancements.

Responsibilities

• Gather and document business and technical requirements through workshops and discussions for ESM projects.
• Analyze business processes to identify improvement opportunities using ServiceNow features.
• Convert business requirements into functional and technical specifications.
• Collaborate with business and IT teams to design and implement ServiceNow solutions.
• Configure and maintain ServiceNow modules such as ITSM, ITOM, ITBM, and CMDB, including forms, workflows, and business rules.
• Develop and maintain scripts, APIs, and configurations based on approved requirements and provide technical support.
• Support CMDB data accuracy, manage configuration items and relationships, and assist with Discovery and data population activities.
• Assist in testing activities including preparing test cases, performing functional and integration testing, and supporting User Acceptance Testing.

Requirements

• Bachelor’s Degree in Computer Science or a related field.
• 4 to 6 years of relevant work experience.
• Knowledge of applications development standards, system analysis, design, and architecture.
• Experience with ServiceNow modules such as ITSM, ITOM, ITBM, and CMDB.
• Ability to configure workflows, business rules, notifications, approvals, and UI policies.
• Skills in developing scripts, APIs, and troubleshooting platform issues.
• Experience in preparing test scenarios, test cases, and supporting defect resolution.
• Competence in creating and maintaining reports and dashboards based on business needs.

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