ServiceNow Senior Technical Consultant - ITSM & CSM

Thinkahead; Gurugram District; On-site; INR 2,000,000 - 4,200,000; Full time

Benefits offered by this job

Comprehensive health insurance

Paid time off and holidays

Flexible work arrangements

Learning and development opportunities

Employee wellness initiatives

Retirement and statutory benefits

Inclusive and people-first culture

Job summary

AHEAD is seeking a Senior Technical Consultant – ServiceNow to join our India delivery team in Gurugram. The role demands 6+ years of hands-on ServiceNow experience, strong ITSM/CSM expertise, and proven ability to deliver complex customer engagements.

You will work with cross-functional teams to implement integrations, build custom portals, mentor juniors, and participate actively in agile sprints. Excellent communication is essential.

Qualifications

• 6+ years hands-on ServiceNow development and implementation.
• Strong ITSM and CSM domain knowledge with integrations.
• Excellent stakeholder communication and workshops facilitation.
• Ability to mentor junior developers and guide client discussions.

Responsibilities

• Understand client requirements and translate into user stories for the development team.
• Customize and configure core ServiceNow applications including ITSM, CSM, Integrations.
• Conduct workshops and demos for stakeholders and end users.
• Collaborate with internal teams and clients to ensure high-quality delivery.
• Lead in crafting, enhancing, and delivering scalable ServiceNow solutions.
• Participate in client meetings to capture needs and convert them to development activities.
• Perform integration work and build custom Service Portals, REST, SOAP, and MID Server integrations.
• Develop, review, and optimize scripts – Business Rules, Script Includes, UI Policies, Client Scripts.
• Mentor junior developers and work in Agile sprints with backlog grooming.
• 6+ years of experience with ServiceNow, ITSM, CSM, Integrations.

Skills

ServiceNow

ITSM

CSM

Integrations

Scripting

Workshops

Agile

Client communication

Mentoring

Tools

REST

SOAP

MID Server

Service Portal

Business Rules

UI Policies

Job description

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived.

We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD.

We are seeking a highly skilled and experienced Senior Technical Consultant – ServiceNow to join our team. The ideal candidate will have at least 6 years of hands‑on experience with the ServiceNow platform, strong communication skills, and a proven track record of successful customer interactions and project deliveries. This role demands a deep understanding of ITSM, CSM, Integrations and Scripting.

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top‑notch technologies in a multi‑million‑dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

• Must have strong technical skills to understand client requirements and effectively translate them into user stories and tasks for the development team
• Customize and configure core ServiceNow applications including ITSM, CSM, Integrations
• Conduct workshops and demos for stakeholders and end users.
• Collaborate with internal teams and clients to ensure high-quality delivery.
• Lead in crafting/creating, enhancing, and delivering scalable ServiceNow solutions.
• Actively participate in client meetings or discussions to capture their needs and convert them to clear development activities.
• Perform integration work and build custom Service Portals, support/create REST, SOAP, and MID Server integrations.
• Develop, review, and optimize scripts – Business Rules, Script Includes, UI Policies, Client Scripts, etc.
• Collaborate with cross-functional teams, providing guidance and mentoring junior developers when needed.
• Comfortable working in Agile environments with active sprint participation and backlog grooming.
• 6+ years of experience working with ServiceNow, including hands‑on development and implementation.
• Strong expertise in ITSM, CSM, Integrations
• Excellent communication skills with the ability to clearly articulate technical concepts to both technical and non-technical audiences.
• Customize ServiceNow applications by using scripting, workflows, business rules and UI policies to meet client requirements.
• ServiceNow Certified System Administrator, Certified Application Developer or Certified Implementation Specialist certifications preferred.
• Experience with additional ServiceNow modules like HRSD, or GRC.

India Employment Benefits include:

• Comprehensive health insurancecoverage for employees, with options to extend coverage to dependents
• Paid time off and company holidays, along with additional leave benefits as per policy
• Flexible work arrangements, supporting work-life balance
• Learning and development opportunitiesto support continuous growth and upskilling
• Employee wellness initiativesand programs focused on physical and mental well-being
• Retirement and statutory benefitsin line with India regulations
• Inclusive and people-first culture, with a strong focus on collaboration and ownership