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.

Hands-on development to include creation, configuration and customization of patterns, Discovery Schedules, probe, sensors and Event rules

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 standard.

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