ServiceNow Practitioner

Position would require the candidate to be a W2 employee of Donatech.
US Citizenship Required.

This role requires hands-on Service Now practitioners with proven experience executing ITSM platform improvements within large-scale enterprise environments; candidates should demonstrate practical experience configuring and optimizing Service Now workflows, routing logic, and operational processes.

The Service Now consultant will be responsible for executing critical improvements in Service Now ITSM by validating service ownership, streamlining and optimizing assignment groups, and aligning routing logic to streamline support operations. The role focuses on structural improvements that support further automation and operational efficiency.
What are the main functions of this role?
Validate and finalize service ownership mappings in Service Now.
Deactivate redundant or inactive assignment groups to achieve reduction targets.
Align support groups to validate service ownership for accurate routing.
Analyze routing pattens to identify inefficiencies.
Reduce default Service Desk intake routing through to minimize unnecessary SD touches.
Develop operational guides for support teams on updated group structures and routing standards.
Monitor support models for sustained routing accuracy.
Develop concise guides for service owners and support managers.
Align changes to Service Now ITSM best practices and governance.
Develop Service Now knowledge articles.

Required Skill Sets:
Minimum 3 years of Service Now ITSM implementation and operational experience.
Demonstrated experience working with Service Now ITSM modules, including Incident Management, Service Request Management & Knowledge Management.

Experience with Service Now ITSM implementations, platform enhancements, and operational improvements initiatives
Proven experience executing support model improvements, including assignment group streamlining and routing optimization.
Hands-on experience with Service Now knowledge management and self-service deflection.
Proficiency in Service Now dashboards and reports for operational metrics
Foundational understanding of Service Now CMDB, including experience with configuration items (CIs) service mapping and relationships.
Experience working within large-scale enterprise Service Now environments
Strong execution focus – delivering tasks to meet defined goals and timelines.
Strong analytical and problem-solving skills with the ability to execute platform improvements within defined timelines.

Desired Skill Sets:
Service Now Certified System Administrator (CSA)
Service Now Certifications
ITIL