Senior Consultant, ServiceNow, ITSM

Converge Technology Solutions UK; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Converge Technology Solutions UK in Bengaluru is seeking a Senior Consultant, ServiceNow, ITSM to lead large-scale ITSM/CSM implementations, optimize processes, and ensure platform stability while adhering to ITIL best practices.

You will work closely with stakeholders to deliver high‑quality ServiceNow solutions that improve operational efficiency and customer experience, with on-site duties and overlapping US hours (5 PM–2 AM).

Qualifications

• 5+ years hands-on ServiceNow implementation and administration.
• Expertise in ITSM, CSM, and CMDB modules.
• Proficient in scripting and integrations (REST/SOAP).
• Knowledge of ITIL and best practices.
• Excellent client-facing communication.

Responsibilities

• Design, configure, and implement ServiceNow ITSM and CSM.
• Build and maintain CMDB structure and integrations.
• Develop workflows, business rules, and automation scripts.
• Implement Incident, Problem, Change, Request, and Knowledge Management.
• Align ITSM workflows with ITIL best practices.
• Configure case management, portals, and customer workflows.
• Integrate CSM with external systems for seamless CX.
• Implement Discovery and Service Mapping for CI population.
• Perform platform upgrades and patches per ServiceNow standards.
• Monitor performance and troubleshoot issues proactively.
• Other duties as assigned.

Skills

ServiceNow ITSM

CSM & CMDB

Scripting (JavaScript)

Integrations (REST/SOAP)

ITIL Best Practices

Client-facing Skills

Education

Bachelors in CS/IT

CSA (ServiceNow)

ITSM Implementation Specialist

CSM Implementation Specialist

ITIL Foundation

Job description

Practice

Application Modernization

Position Title

Senior Consultant, ServiceNow, ITSM

Position Location

On-Site

Reports to

Vice President, Observability

The person needs to work in US overlapping timings (5 PM to 2 AM).

Job Summary

A Senior Consultant, ServiceNow specializes in IT Service Management (ITSM), Customer Service Management (CSM), and Configuration Management Database (CMDB). This role involves leading implementations, optimizing processes, and ensuring platform stability while aligning with ITIL best practices. The consultant will work closely with stakeholders to deliver high-quality ServiceNow solutions that enhance operational efficiency and customer experience.

Essential Functions

• Design, configure, and implement ServiceNow ITSM and CSM modules.
• Build and maintain CMDB structure, relationships, and integrations.
• Develop workflows, business rules, and automation scripts.
• Implement Incident, Problem, Change, Request, and Knowledge Management processes.
• Align ITSM workflows with ITIL best practices.
• Configure case management, portals, and customer workflows.
• Integrate CSM with external systems for seamless customer experience.
• Implement Discovery and Service Mapping for accurate CI population.
• Perform platform upgrades, patches, and ensure compliance with ServiceNow standards.
• Monitor system performance and troubleshoot issues proactively.
• Other duties as assigned.

Required Skills/Abilities/Competencies

• 5+ years of hands-on experience with ServiceNow implementation and administration.
• Strong expertise in ITSM, CSM, and CMDB modules.
• Proficiency in scripting (JavaScript, Glide) and integrations (REST, SOAP, APIs).
• Knowledge of ITIL framework and best practices.
• Excellent communication and client-facing skills.

Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (ITSM, CSM).
• ITIL Foundation Certification