Senior Consultant, ServiceNow, ITSM

Converge Enterprise; Pune District; On-site; INR 10,567,000 - 14,409,000; Full time

Job summary

Clear Destination Inc. seeks a Senior Consultant, ServiceNow, ITSM to lead end‑to‑end ITSM/CSM implementations, design CMDB structures, and drive ITIL‑aligned processes.

The role emphasizes stakeholder collaboration, pathway optimization, and platform stability while delivering high‑quality ServiceNow solutions that enhance efficiency and customer experience. Remote position requiring 5+ years of hands‑on ServiceNow experience, strong scripting skills, and proficiency with integrations (REST,

Qualifications

• 5+ years hands-on ServiceNow implementation/administration.
• Deep expertise in ITSM, CSM, and CMDB modules.
• Strong scripting (JavaScript/Glide) and API integration experience.
• Solid ITIL knowledge and client-facing communication skills.

Responsibilities

• Design, configure, and implement ServiceNow ITSM/CSM modules.
• Build and maintain CMDB structures, relationships, and integrations.
• Develop workflows, business rules, and automation scripts.
• Manage incidents, changes, problems, requests, and knowledge processes.
• Align ITSM workflows with ITIL best practices.
• Configure case management, portals, and customer workflows.
• Integrate CSM with external systems for seamless experience.
• Perform platform upgrades, patches, and ensure compliance.
• Monitor performance and troubleshoot proactively.

Skills

ServiceNow ITSM

ServiceNow CSM

CMDB

Scripting (JavaScript/Glide)

Integrations (REST/SOAP/APIs)

ITIL knowledge

Client communication

Education

Bachelor’s degree in Computer Science/Information Technology

ServiceNow CSA

ServiceNow Implementation Specialist (ITSM/CSM)

ITIL Foundation Certification

Tools

REST API

SOAP API

ServiceNow Studio

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