ServiceNow Consultant

Role - ServiceNow ITSM ITOM Consultant

Location - Pune

Role Type - Permanent

Primary Responsibilities :

Design and implement ServiceNow ITSM solutions including Incident, Problem, Change, Knowledge, Service Request Management, and Service Catalog.

Lead implementation and optimization of ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and CMDB.

Develop and maintain an accurate and complete Configuration Management Database (CMDB) with proper CI class structure, relationships, and reconciliation processes.

Configure and manage ServiceNow Discovery for on-prem and cloud-based infrastructure across hybrid environments.

Lead ServiceNow integration projects using REST / SOAP APIs, MID Servers, and Integration Hub with external systems such as monitoring tools, CMDBs, asset management systems, and ITSM platforms.

Define and implement data normalization, reconciliation, and health checks for CMDB data integrity.

Translate business requirements into technical designs and deliver scalable and efficient ServiceNow solutions.

Develop and customize workflows, business rules, client scripts, and UI policies across the ServiceNow platform.

Collaborate with infrastructure, application, and security teams to ensure ServiceNow aligns with operational and governance policies.

Work with ServiceNow platform owners and architects to ensure alignment with best practices and platform roadmap.

Provide technical leadership, guidance, and training to junior consultants or client stakeholders as needed.

Ensure all ServiceNow implementations follow ITIL practices and organizational standards.

Required Skills :

7+ years of experience implementing and supporting ServiceNow ITSM and ITOM solutions.

In-depth knowledge of ServiceNow platform architecture, including data model, security, scripting (JavaScript), and integrations.

Proven experience in configuring and managing ServiceNow Discovery, Service Mapping, and CMDB.

Experience with MID Servers, network protocols (SNMP, WMI, SSH), and discovery patterns.

Strong hands-on experience in building Service Catalogs, Request Workflows, and Service Request Fulfillment.

Proficient in developing REST / SOAP API integrations and working with IntegrationHub, Flow Designer, and Workflows.

Familiarity with integrating ServiceNow with monitoring and observability platforms (e.g., Prometheus, OpsRamp, SolarWinds, etc.).

Solid understanding of ITIL frameworks and best practices.

Experience with data normalization, CMDB health metrics, and CMDB governance.

Working knowledge of other ITSM tools such as BMC Remedy, Cherwell, ManageEngine, Jira Service Management, etc.

Experience with integrating ServiceNow with DevOps tools set like Ansible, Terraform and CI / CD pipelines.

Excellent troubleshooting, analytical, and communication skills.

ServiceNow Certified System Administrator (CSA) certification required.