Senior Consultant

NTT DATA Business Solutions; Delhi; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading international IT company in Delhi is seeking a Senior/Lead ServiceNow Consultant. The role involves providing L2/L3 support for ITSM and CSM modules, managing incidents and enhancements, and ensuring platform stability. Candidates should have 6+ years of ServiceNow experience, strong ITSM and CSM skills, and relevant certifications. This is a dynamic environment requiring strong analytical and communication skills.

Qualifications

• 6+ years of hands-on ServiceNow experience.
• Strong support experience in ServiceNow ITSM.
• Hands-on experience in ServiceNow CSM.
• Experience in L2/L3 production support environment.
• Knowledge of Business Rules, Client Scripts, and Data Policies.

Responsibilities

• Provide L2/L3 production support for ServiceNow ITSM and CSM modules.
• Handle incidents and service requests within defined SLAs.
• Perform root cause analysis for recurring production issues.
• Implement minor enhancements and configurations.
• Monitor scheduled jobs, integrations, and data loads.

Skills

ServiceNow experience

ITSM support

CSM support

Client Scripts

JavaScript scripting knowledge

Education

ServiceNow Certified System Administrator (CSA)

ITIL Foundation Certification

Tools

ServiceNow

REST/SOAP

Flow Designer

Job description

Senior/Lead ServiceNow Consultant (CSM + ITSM Support)

Role Overview

We are looking for a Senior/Lead ServiceNow Consultant with strong hands‑on experience in ServiceNow CSM and ITSM support with Domain Separation knowledge. The candidate will be responsible for production support, issue resolution, minor enhancements, and platform stability in an SLA‑driven environment. The role requires strong troubleshooting skills, stakeholder coordination, and experience working in a support and maintenance project.

Key Responsibilities

• Provide L2/L3 production support for ServiceNow ITSM and CSM modules
• Handle incidents, service requests, and defects within defined SLAs
• Perform root cause analysis (RCA) for recurring production issues
• Support customer case management processes in ServiceNow CSM
• Implement minor enhancements, configurations, and workflow updates
• Troubleshoot issues related to notifications, SLAs, and assignment rules
• Support service catalog items and service portal related issues
• Manage user access, roles, and permissions (ACLs)
• Monitor scheduled jobs, integrations, and data loads
• Coordinate with business stakeholders and conduct status updates
• Maintain knowledge articles and support documentation
• Participate in release deployments, patching, and upgrade support

Mandatory Skills

• 6+ years of hands‑on ServiceNow experience
• Strong support experience in ServiceNow ITSM (Incident, Problem, Change, Request)
• Hands‑on experience in ServiceNow CSM (Case Management)
• Experience in L2/L3 production support environment
• Experience with SLAs, notifications, and workflows
• Knowledge of Business Rules, Client Scripts, UI Policies, and Data Policies
• User/role management and ACL handling
• Knowledge of Service Portal, Catalog support and Reporting
• Scripting knowledge (JavaScript in ServiceNow)
• Integration monitoring (REST/SOAP, MID Server)
• Understanding of ITIL processes
• ServiceNow Certified System Administrator (CSA)
• ITIL Foundation Certification
• Experience with Flow Designer
• Experience supporting patches and upgrades

Soft Skills

• Strong communication and client‑facing skills
• Ability to work in SLA‑driven support model
• Good analytical and troubleshooting skills
• Ability to coordinate with offshore/onshore teams
• Proactive and ownership‑driven attitude

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For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: Sweta Yadav

Recruiter Email ID: [e-mail]

NTT DATA Business Solutions is a fast‑growing international IT company and one of the world’s leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.