Senior Consultant, ServiceNow, ITSM

Converge Technology Solutions UK; Pune District; Remote; INR 1,200,000 - 2,000,000; Full time

Job summary

Converge Technology Solutions UK is seeking a Senior Consultant for ServiceNow, focusing on ITSM, CSM, and CMDB. The role requires leading implementations, optimizing ITSM processes, and ensuring platform stability with ITIL-aligned practices.

The consultant will collaborate with stakeholders to deliver high-quality ServiceNow solutions that improve operational efficiency and customer experience, with remote work and US overlap timings.

Qualifications

• 5+ years hands-on ServiceNow experience with ITSM/CSM/CMDB.
• Experience designing and implementing ITIL-aligned processes.
• Strong scripting and integration skills (REST, SOAP, APIs).
• ServiceNow CSA and ITIL foundations are preferred.

Responsibilities

• Design, configure, and implement ServiceNow ITSM and CSM modules.
• Build and maintain CMDB structure and integrations.
• Develop workflows and automation scripts.
• Manage incidents, changes, problems, requests and knowledge management.

Skills

ServiceNow

ITSM

CSM

CMDB

JavaScript

APIs

Education

Bachelors in CS/IT

CSA

ITIL Foundation

Implementation Specialist ITSM

Tools

REST

SOAP

Glide

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