Senior Consultant, ServiceNow, ITSM

Converge Technology Solutions; Pune District; Remote; INR 1,800,000 - 2,400,000; Full time

Job summary

Converge Technology Solutions is seeking a Senior Consultant to lead ServiceNow ITSM/CSM implementations, optimize processes, and ensure CMDB accuracy while aligning with ITIL best practices. The role focuses on delivering high-quality ServiceNow solutions that enhance operations and customer experience.

You will work closely with stakeholders across IT and business teams, leveraging your 5+ years of hands-on experience to design, configure, and integrate ServiceNow modules, with a focus on

Qualifications

• 5+ years hands-on ServiceNow implementation/administration.
• Strong ITSM, CSM, CMDB expertise.
• Proficient in JavaScript and Glide scripting.
• Experience with REST/SOAP integrations.

Responsibilities

• Lead ServiceNow ITSM/CSM implementations with stakeholders.
• Design CMDB structures and integrations.
• Develop workflows, business rules, and automation.
• Coordinate platform upgrades and ITIL-compliance.
• Configure case management, portals, and customer workflows.
• Monitor performance and troubleshoot proactively.

Skills

ServiceNow implementation

ITSM, CSM, CMDB

Scripting: JavaScript Glide

Integrations REST SOAP APIs

ITIL knowledge

Client-facing communication

Education

Bachelor's degree in CS/IT or related

ServiceNow CSA

ServiceNow ITSM Certification

ITIL Foundation

Tools

ServiceNow platform

Job description

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