Senior Consultant, ServiceNow, ITSM

Pellera Technologies; Maharashtra; Remote; INR 2.500.000 - 4.000.000; Vollzeit

Zusammenfassung

Pellera Technologies in India seeks a Senior Consultant to lead ServiceNow ITSM/CSM/CMDB implementations, optimize processes, and ensure platform stability while aligning with ITIL.

You will collaborate with stakeholders to deliver high-quality ServiceNow solutions that enhance operational efficiency and customer experience. Remote role requiring US overlap 5 PM–2 AM.

Qualifikationen

• 5+ years hands-on ServiceNow implementation/administration.
• Expertise in ITSM, CSM, CMDB modules.
• Scripting with JavaScript and Glide; integrations via REST/SOAP APIs.
• Itil framework knowledge and strong client-facing skills.

Aufgaben

• Design, configure, and implement ServiceNow ITSM and CSM modules.
• Build and maintain CMDB structures and integrations.
• Develop workflows, business rules, and automation scripts.
• Manage Incident, Problem, Change, Request, and Knowledge processes.
• Align ITSM 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 CI population.
• Perform platform upgrades, patches, and ensure compliance with ServiceNow standards.
• Monitor system performance and troubleshoot issues proactively.
• Other duties as assigned.

Kenntnisse

ServiceNow ITSM

ServiceNow CSM

ServiceNow CMDB

JavaScript

Glide

REST APIs

SOAP APIs

ITIL

Client communication

Ausbildung

Bachelor's degree in CS/IT

CSA

ITSM Implementation Specialist

ITIL Foundation

Tools

ServiceNow

Jobbeschreibung

Practice: Application Modernization

Position Title: Senior Consultant, ServiceNow, ITSM Position

Location: Remote

India 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