ServiceNow ITSM & Performance Analytics Consultant | Hyderabad: Hybrid | Immediate Joiner

Job Title: ServiceNow ITSM & Performance Analytics Consultant

Experience: 4–6 Years

Location: Hyderabad

Employment Type: Full-Time

Job Summary

We are looking for a skilled ServiceNow ITSM & Performance Analytics Consultant with 4–6 years of experience in designing, implementing, and supporting ITSM solutions along with strong expertise in Performance Analytics. The candidate will be responsible for driving data-driven insights, dashboards, and reporting capabilities while enhancing ITSM processes on the ServiceNow platform.

Key Responsibilities

• Implement and support ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB).
• Design and develop Performance Analytics dashboards, scorecards, KPIs, and reports .
• Configure indicators, breakdowns, data collectors, and widgets in Performance Analytics.
• Work closely with stakeholders to gather reporting and analytics requirements.
• Optimize ITSM processes aligned with ITIL best practices .
• Develop and maintain custom reports and real-time dashboards for operational insights.
• Ensure data accuracy, integrity, and governance across ServiceNow modules.
• Perform root cause analysis and suggest improvements using analytics insights.
• Support integrations and data imports for analytics/reporting needs.
• Provide documentation, training, and knowledge transfer to end users.

Required Skills & Qualifications

• 4–6 years of hands-on experience in ServiceNow ITSM .
• Strong experience in ServiceNow Performance Analytics (PA) .
• Expertise in creating KPIs, dashboards, scorecards, and reports .
• Good understanding of ITIL processes (Incident, Problem, Change Management).
• Experience in ServiceNow configuration (workflows/Flow Designer, business rules, UI policies).
• Knowledge of CMDB and data modeling .
• Basic scripting knowledge ( JavaScript, Glide API ) is preferred.
• Strong analytical and problem-solving skills.
• Good communication and stakeholder management skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) .
• ServiceNow Performance Analytics certification (preferred).
• ITIL Foundation certification.
• Experience with integrations (REST/SOAP APIs).