Senior ServiceNow Consultant

Job Scope

• Serve as a subject matter expert in ServiceNow platform implementation and optimization, with strong emphasis on ITSM, ITOM, and CSM modules.
• Lead and drive the design, development, and deployment of ServiceNow solutions aligned with business and IT service management (ITSM) best practices.
• Translate ITIL (v3/v4) frameworks into practical, scalable ServiceNow configurations that support core IT processes such as Incident, Problem, Change, and Service Request Management.
• Collaborate closely with stakeholders to understand business needs and translate them into workflow automation and platform customizations.
• Design, implement, and enhance ServiceNow workflows, forms, business rules, UI policies, client/server scripts, and integrations.
• Provide guidance and support for ServiceNow roadmap planning, platform governance, and continuous improvement strategies.
• Work with cross-functional teams to ensure alignment of the ServiceNow platform with enterprise architecture and service delivery goals.
• Conduct platform performance tuning, issue resolution, and system maintenance activities to ensure reliability and stability.
• Provide technical mentoring and support to junior team members and administrators.
• Create and maintain documentation for configurations, workflows, and standard operating procedures.

Requirement:

• 5+ years experience with in-depth knowledge of ServiceNow as foundation.
• Should be well-versed in core ServiceNow modules (ITSM, ITOM, CSM) and their functionalities.
• Familiarity with established ITSM frameworks like ITIL (v4/v3) is essential.
• Being able to translate these frameworks into practical ServiceNow configurations is key.
• A strong understanding of core IT service management processes like incident, problem, change, and service request management is crucial.
• Experience with workflow automation tools and scripting languages used within ServiceNow is valuable.