Service now SPM

Responsibility of / Expectations from the Role

Designs and develops solutions on the ITSM / ITOM modules using best practices

Partners with ServiceNow Business Analyst to understand requirements and possible solutions

Takes ownership of complex business requirements and works them to completion

Takes ownership of incident queue and work on remediation to completion

Works closely with the ServiceNow functional team and external development partners to build requested items

Experience configuring and improving core and custom applications

Experience configuring and maintaining workflows, flow designs, scripts, UI design, ACL and business rules

Configure and maintain notifications, UI pages, UI Macros, Script includes and Formatters

Has working knowledge of ServiceNow ITSM / ITOM integrations using out of the box spokes or APIs

Develops reports and dashboards using core ServiceNow functionality

Load, manipulate and maintain data between ServiceNow and other systems

Develops and maintain clear and concise technical and process documentation

Must-Have

Technical Comptency

1. SPM Application Expertise

Strategic Planning Workspace (SPW) : Portfolio planning, goal management, hybrid capacity planning.

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Goal Framework for SPM : Aligning work to strategic objectives and tracking progress.

Demand Management : Centralizing and prioritizing enterprise requests.

Portfolio Project Management (PPM) : Aligning projects with business goals and managing execution.

Enterprise Agile Planning (EAP) : Supporting agile transformation with hybrid work item planning.

Collaborative Work Management (CWM) : Enabling cross-functional task management and real-time collaboration.

2. Generative AI Integration

Now Assist for SPM (Pro Plus) :

AI-assisted business case creation

Feedback summarization

Email project summaries

AI agents for decision support

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3. Platform & Development Skills

JavaScript & Glide APIs : For scripting and automation within SPM modules.

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Flow Designer & Workflow Editor : Automating SPM processes like approvals, notifications, and task assignments.

Service Portal & UI Builder : Customizing user interfaces for SPM dashboards and portals.

REST / SOAP APIs : Integrating SPM with external systems (e.g., ERP, HCM).

4. Data & Reporting

Platform Analytics : Building dashboards and reports for strategic insights.

Performance Analytics : Tracking KPIs across portfolios and programs.

Data Separation & Domain Separation : Managing multi-tenant environments securely.

5. Agile & SAFe Frameworks

Understanding of Scrum, Kanban, and Scaled Agile Framework (SAFe) for managing agile programs and epics.

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6. ITIL & Governance

Familiarity with ITIL principles for aligning SPM with ITSM processes.

Knowledge of investment funding, resource management, and financial planning.