Senior ServiceNow ITSM Consultant

Job Summary

We are looking for a highly skilled Senior ServiceNow ITSM Consultant with 5+ years of hands-on experience in implementing, configuring, and supporting ServiceNow ITSM modules. The ideal candidate must have strong technical and functional expertise, excellent communication skills, and the ability to work closely with business stakeholders to deliver scalable and high-quality ServiceNow solutions.

Key Responsibilities

ServiceNow Implementation & Configuration

Design, configure, and implement ServiceNow ITSM modules including Incident, Problem, Change, Request, CMDB, Knowledge, and Service Catalog .

Customize workflows, UI policies, business rules, client scripts, and catalog items.

Develop and maintain ServiceNow forms, tables, views, and dashboards.

Process Improvement & Consulting

Work with stakeholders to gather requirements and translate business needs into technical solutions.

Provide expert recommendations to optimize ITSM processes.

Conduct workshops, demos, and training sessions for end users.

Technical Development

Perform scripting using JavaScript on both client and server side.

Integrate ServiceNow with third-party tools using REST / SOAP APIs.

Manage CMDB, discovery, service mapping, and automation.

Support & Maintenance

Troubleshoot and resolve issues related to ServiceNow ITSM modules.

Monitor platform performance, ensure stability, and implement best practices.

Perform regular upgrades, patching, and platform enhancements.

Required Skills & Qualifications

5+ years of experience in ServiceNow ITSM implementation.

Strong understanding of ITIL processes.

Hands-on experience with Incident, Problem, Change, Request, and CMDB.

Expertise in ServiceNow configuration, scripting (JavaScript), workflows, and automation.

Experience integrating ServiceNow with external applications.

Strong analytical and troubleshooting skills.

Excellent verbal and written communication skills.

Preferred Skills

ServiceNow Certified System Administrator (CSA)

ServiceNow ITSM Implementation Specialist certification

Experience with ITOM, Discovery, or Service Mapping

Knowledge of ITAM, HAM / SAM, or CMDB best practices