Practice: Application Modernization

Position Title:  Senior Consultant, ServiceNow, ITSM

Position Location:  Remote - India

Reports to: Vice President, Observability

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