ServiceNow ITSM Consultant

Job Title: ServiceNow ITSM Consultant

Client Domain: Telecommunications

Location: Seattle, WA (Onsite)

Duration: Contract

Pay rate: $45/hr on W2 onwards (Negotiable based on experience and engagement type)

Job Description

We are looking for a ServiceNow ITSM Consultant to support and enhance IT Service Management processes for a leading telecommunications client. The role involves configuration, customization, and support of ServiceNow ITSM modules while collaborating with cross-functional IT and business teams.

Key Responsibilities

• Configure and support ServiceNow ITSM modules: Incident, Problem, Change, Request, Knowledge
• Customize workflows, business rules, UI policies, client scripts, and catalog items
• Support integrations with monitoring tools, email, and other enterprise systems
• Troubleshoot ServiceNow issues and provide root cause analysis
• Participate in requirement gathering, solution design, and implementation
• Support upgrades, patches, and platform enhancements
• Ensure ITIL best practices are followed
• Provide documentation and user support as needed Required Skills & Qualifications

1. 10+ years of hands-on experience with ServiceNow ITSM

• Strong understanding of ITIL processes
• Experience with ServiceNow configuration (not just admin-level usage)
• Basic scripting knowledge (JavaScript, Glide APIs)
• Experience in enterprise or telecom environments preferred
• Excellent communication and stakeholder coordination skills Preferred / Nice to Have
• ServiceNow CSA or ITSM certification
• Experience with CMDB, Discovery, or Service Portal
• Exposure to Agile/Scrum environments