ServiceNow ITSM Specialist

Job Description:

As a ServiceNow ITSM Specialist, you will support and maintain our ServiceNow platform, focusing on IT Service Management (ITSM), Change Management (CM), Configurations, and Discovery.

This role involves collaborating with various stakeholders to ensure the effective use and management of the ServiceNow platform in alignment with business objectives. You will work with different teams to gather and document requirements for new functionalities and enhancements.

Key Responsibilities:

• Administer and support the ServiceNow platform, including existing modules like IT Infrastructure Discovery.
• Collaborate with stakeholders to gather and document requirements for new functionalities and enhancements.
• Perform daily operational tasks such as managing incidents, service requests, changes, and problem records.
• Implement configuration & customizations of new and existing modules in service now.
• Integrate ServiceNow with other apps & enterprise systems using APIs and web services.
• Develop data mapping and transformation logic for data integration.
• Create unique service portal pages and widgets to aid the business organization.
• Implement complex workflows using ServiceNow's workflow engine
• Proven ability to set up ServiceNow using Business Rules, Client Scripts, sophisticated UI Policies, Flow Designer, ACLs, Script Includes, and UI Scripts.
• Implement and maintain ServiceNow Discovery to ensure accurate and up-to-date configuration management database (CMDB).
• Strong experience in Service now service mapping to discover and track business services and their underlying infrastructure components.

Requirements:

• Thorough knowledge of ServiceNow modules like ITSM, HR, CSM, DRP and the underlying architecture.
• Experience with ServiceNow integration with other IT systems and tools.
• Knowledge of additional ServiceNow modules (HR Service Delivery, ITOM, SecOps).
• Familiarity with Agile/Scrum methodologies.
• Experience with New Digital Release module.
• Knowledge of ITAM

Education & Certifications:

• Bachelor's degree in computer science, Information Technology, or a related field.
• 5-10 years of experience working with ServiceNow, including ITSM, CM, Configurations, and Discovery.
• Strong understanding of ITIL processes and best practices.
• Proficiency in JavaScript, HTML, CSS, and other web technologies.
• Experience with ServiceNow administration, configuration, and customization.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• ServiceNow certifications (Certified System Administrator, Certified Implementation Specialist) are a plus.