Technical Consultant Role Purpose
The Technical Consultant is responsible for designing, configuring, and implementing Service Now solutions that meet defined business requirements and quality standards. This role focuses on reliable technical delivery and collaboration with architects and senior consultants.
Key Responsibilities Solution Development- Configure platform applications and workflows.
- Develop scripts and integrations where required.
- Ensure adherence to development standards.
- Analyse requirements and translate them into technical solutions.
- Validate that implemented functionality meets intended outcomes.
- Perform unit testing for developed functionality.
- Support integration and end-to-end testing cycles.
- Document testing evidence and results.
- Maintain technical documentation.
- Follow established governance processes.
- Work closely with architects, QA teams, and stakeholders.
- Contribute to continuous improvement initiatives.
- CSA (required)
- CAD (recommended)
- ITIL v4 Foundation
Typically 2–4 years Service Now experience, including:
- Platform configuration
- Scripting and workflow automation
- Project delivery participation
Hands‑on experience with Service Now ITOM modules, including Discovery, Service Mapping and Event Management.
Experience collaborating with stakeholders to define and onboard Business Services and Application Services.
Experience establishing and maintaining Service Ownership and CI Ownership models within the CMDB.
Practical experience supporting impact analysis using Service Maps for incident and change scenarios.
Hands‑on configuration and maintenance of Discovery schedules, MID Servers and credential management.
Strong troubleshooting skills for Discovery using ECC Queue, logs and pattern debugging.
Development and customisation of Discovery Patterns for Windows, Linux and network devices.
Extensive experience with the CMDB data model, CI class design and relationship mapping.
Implementation of Identification and Reconciliation rules to prevent duplicate CIs and improve data accuracy.
Building and maintaining Service Maps using top-down and pattern-based approaches.
Configuration of Event Management, including event rules, alert correlation and noise reduction.
Development of server‑side scripting using Business Rules, Script Includes and Glide APIs.
Automation using Flow Designer and workflows.
Hands‑on debugging using ECC Queue, MID Server logs and Discovery logs.
Optimisation of Discovery performance through schedule tuning and MID Server load balancing.
Experience integrating external systems using REST and SOAP APIs.
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