ServiceNow Consultant

Role - ServiceNow ITSM ITOM Consultant

Location - Pune

Role Type - Permanent

Primary Responsibilities:

• Design and implement ServiceNow ITSM solutions including Incident, Problem, Change, Knowledge, Service Request Management, and Service Catalog.
• Lead implementation and optimization of ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and CMDB.
• Develop and maintain an accurate and complete Configuration Management Database (CMDB) with proper CI class structure, relationships, and reconciliation processes.
• Configure and manage ServiceNow Discovery for on-prem and cloud-based infrastructure across hybrid environments.
• Lead ServiceNow integration projects using REST/SOAP APIs, MID Servers, and Integration Hub with external systems such as monitoring tools, CMDBs, asset management systems, and ITSM platforms.
• Define and implement data normalization, reconciliation, and health checks for CMDB data integrity.
• Translate business requirements into technical designs and deliver scalable and efficient ServiceNow solutions.
• Develop and customize workflows, business rules, client scripts, and UI policies across the ServiceNow platform.
• Collaborate with infrastructure, application, and security teams to ensure ServiceNow aligns with operational and governance policies.
• Work with ServiceNow platform owners and architects to ensure alignment with best practices and platform roadmap.
• Provide technical leadership, guidance, and training to junior consultants or client stakeholders as needed.
• Ensure all ServiceNow implementations follow ITIL practices and organizational standards.

Required Skills:

• 7+ years of experience implementing and supporting ServiceNow ITSM and ITOM solutions.
• In-depth knowledge of ServiceNow platform architecture, including data model, security, scripting (JavaScript), and integrations.
• Proven experience in configuring and managing ServiceNow Discovery, Service Mapping, and CMDB.
• Experience with MID Servers, network protocols (SNMP, WMI, SSH), and discovery patterns.
• Strong hands-on experience in building Service Catalogs, Request Workflows, and Service Request Fulfillment.
• Proficient in developing REST/SOAP API integrations and working with IntegrationHub, Flow Designer, and Workflows.
• Familiarity with integrating ServiceNow with monitoring and observability platforms (e.g., Prometheus, OpsRamp, SolarWinds, etc.).
• Solid understanding of ITIL frameworks and best practices.
• Experience with data normalization, CMDB health metrics, and CMDB governance.
• Working knowledge of other ITSM tools such as BMC Remedy, Cherwell, ManageEngine, Jira Service Management, etc.
• Experience with integrating ServiceNow with DevOps tools set like Ansible, Terraform and CI/CD pipelines.
• Excellent troubleshooting, analytical, and communication skills.
• ServiceNow Certified System Administrator (CSA) certification required.