ServiceNow ITSM

Job Description

Must Have Technical/Functional Skills:

ITOM: Experience in multiple End-to-End implementations of ITOM, including CMDB processes (Event Management, Discovery, Service Mapping, CMDB/CSDM, Cloud Management, Orchestration)

CMDB Management: Experience with CMDB design, architecture, and implementations, with a fair understanding of ServiceNow CMDB model and extensions.

ITSM: Experience in implementing ITIL processes (Incident, Problem, Change Management, etc.) in ServiceNow

Integration: Hands-on experience with integrating ServiceNow with other CMDB tools and enterprise monitoring systems.

Familiar with scripting technology such as JavaScript, PowerShell, Perl, wmi, ssh, python, Xpath, SNMP

App Engine: Expertise in Custom module implementations

Working experience on Workflow administration, ServiceNow Reporting, Form/UI configurations, Notifications, data imports, custom scripting

Experience in identifying opportunities for process automation and optimization using advanced ServiceNow features

CTAs/ServiceNow Certified Candidates Preferred

Roles & Responsibilities

Requirements Gathering and Process Mapping:

Conduct workshops with business and IT stakeholders, gather requirements, translate them into functional features.

Understand business needs and map them to ServiceNow capabilities, ensuring streamlined ITOM and ITSM processes and systems aligned to industry best practices and standards.

Solution and Architecture Design:

Design ServiceNow ITOM and ITSM architecture collaborating with business teams and development teams.

Define data models, integrations, workflows, and UI experiences across ITSM and ITOM modules.

Implementation:

Lead and govern technical implementations across ITOM (Discovery, Service Mapping, Visibility) and ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).

Ensure delivery aligns with defined architecture and standards.

Provide oversight on ServiceNow configuration, customization, and integrations.

Work effectively with geographically diverse teams (offshore) to deliver timely responses to clients and client account teams

Reporting & Dashboards:

Design custom and out-of-the-box performance analytics, reports, and dashboards

Knowledge & Mentorship:

Guide and mentor development teams, BA teams, and platform administrators.

Create knowledge artifacts and reusable design templates.

Stay updated with new ServiceNow releases and ensure roadmap alignment.

Pre Sales & Solutioning:

Support the pre-sales team with solutioning and effort estimation.

Provide product demos and support proof of concepts as required

Identify opportunities in customer landscape and advise customers on ServiceNow solution adoption roadmap

Generic Managerial Skills:

Strong communication, presentation, and interpersonal skills

Strong analytical and problem-solving skills