Senior Consultant, ServiceNow, ITSM

Converge Technology Solutions UK; Hyderabad; Presencial; INR 1 800 000 - 3 000 000; Tempo integral

Resumo da oferta

Converge Technology Solutions UK is seeking a Senior Consultant to lead ServiceNow ITSM/CSM implementations, optimize processes, and ensure platform stability aligned with ITIL practices.

You will work closely with stakeholders to deliver high-quality ServiceNow solutions, integrate CMDBs, and manage discoveries and mappings across environments. Strong communication and cross-team collaboration are essential.

Qualificações

• 5+ years of hands-on ServiceNow implementation and administration.
• Expertise in ITSM, CSM and CMDB modules.
• Proficient in scripting (JavaScript, Glide) and integrations (REST, SOAP).
• Strong ITIL knowledge and client-facing communication.

Responsabilidades

• 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.

Conhecimentos

ITSM

CSM

CMDB

JavaScript

Glide

REST APIs

SOAP

ITIL

Communication

Formação académica

Bachelor's degree in CS/IT

CSA (ServiceNow Certified System Administrator)

ServiceNow Certification — Implementation Specialist (ITSM)

ITIL Foundation Certification

Ferramentas

ServiceNow

Descrição da oferta de emprego

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