ITSM / ITOM ServiceNow Consultant

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.