Servicenow ITSM(USC and GC for W2)

ServiceNow ITSM (IT Service Management) Duties

location:Re

1. Core Administration & Configuration

• Configure and maintain Incident, Problem, Change, Request, and Knowledge Management modules.
• Create and customize forms, lists, UI Policies, UI Actions, Client Scripts, Business Rules, and Notifications.
• Implement Service Catalog items, Record Producers, Workflows, and Approvals.
• Maintain Assignment Groups, SLAs/OLAs, Email notifications, and Templates.

2. Process Enhancements

• Design automation for ticket routing, escalation, and closure processes.
• Analyze and improve ITSM processes to align with ITIL best practices.
• Work with stakeholders to streamline service request fulfillment and change approval flows.

3. Reporting & Dashboards

• Build and maintain Performance Analytics dashboards, Reports, and KPIs (e.g., MTTR, backlog, SLA compliance).
• Create data-driven insights for service performance and trend analysis.

4. User & Role Management

• Manage user access, roles, and group memberships.
• Ensure proper ACLs (Access Control Lists) and data security are enforced.

Job Type: Contract

Pay: $40.00 - $45.00 per hour

Work Location: Remote