ServiceNow ITSM Consultant

Supports the implementation, configuration, and enhancement of Service Now ESM solutions by translating business requirements into effective technical solutions, supporting platform operations, and delivering continuous improvements.

Supports the implementation, configuration, and enhancement of Service Now ESM solutions by translating business requirements into effective technical solutions, supporting platform operations, and delivering continuous improvements.

• Participate in workshops and discussions to gather and document business and technical requirements for ESM initiatives.
• Assist in analyzing business processes and identifying opportunities for improvement using Service Now capabilities.
• Translate business requirements into functional and technical specifications.
• Collaborate with business and IT teams to support the design and implementation of Service Now solutions.
• Assist with implementing ESM processes and solutions in accordance with defined requirements and standards.

• Configure and maintain Service Now modules, including ITSM, ITOM, ITBM, and CMDB.
• Configure forms, workflows, business rules, notifications, approvals, UI policies, and other platform components.
• Assist in designing and implementing workflows, automations, and integrations.
• Develop and maintain scripts, APIs, and configurations based on approved requirements.
• Provide functional and technical support for Service Now applications and configurations.
• Troubleshoot platform issues and assist in resolving defects and configuration-related problems.
• Support Service Now enhancements, releases, upgrades, and maintenance activities.

• Support CMDB maintenance to ensure data accuracy, consistency, and integrity.
• Assist with managing configuration items (CIs), relationships, and service dependency mappings.
• Support Discovery and other CMDB data population activities.
• Identify and help resolve CMDB data quality, reconciliation, and relationship issues.
• Assist with troubleshooting platform and CMDB-related issues.

• Work with business stakeholders, IT teams, and vendors to understand requirements and support solution delivery.
• Communicate with technical and non-technical stakeholders to clarify requirements and resolve issues.
• Support cross-functional teams in addressing Service Now and service management challenges.
• Prepare and maintain technical documentation, configuration documents, and user guides.
• Provide support during implementation, testing, deployment, and post-production activities.

• Assist in preparing test scenarios, test cases, and test plans for Service Now solutions.
• Perform functional and integration testing of workflows, configurations, automations, and integrations.
• Support User Acceptance Testing (UAT) and document and track identified issues.
• Assist with defect resolution and retesting to ensure solutions meet business requirements.
• Identify opportunities for improving Service Now configurations, processes, and user experience.

• Create and maintain Service Now reports and dashboards based on business requirements.
• Support the development of KPIs and operational metrics for monitoring service performance.
• Assist stakeholders with reporting requirements and data analysis.
• Maintain existing reports and dashboards and implement approved enhancements.

• Ability to obtain updated soft and technical skills related to the job.

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources…