ServiceNow Implementation Expert - WA (Remote)

Tile: ServiceNow Implementation Expert Location: Seattle WA (Remote/Hybrid)

We are seeking an experienced ServiceNow Implementation Expert to lead the design, development, and deployment of our ServiceNow platform ecosystem. This role is critical to our digital transformation initiative and will focus on implementing comprehensive solutions across ITSM, ITOM, CMDB, and GRC modules with advanced AI capabilities and custom external-facing support solutions. Preferred Certifications

• ServiceNow Certified Implementation Specialist Key Responsibilities
• Design and architect comprehensive ServiceNow solutions across multiple modules (ITSM, ITOM, CMDB, GRC) with seamless integration
• Lead end-to-end implementation projects including requirements gathering, design, development, testing, and deployment
• Configure and customize ServiceNow instances to meet specific business requirements while adhering to best practices
• Design and implement robust CMDB structures and data models with automated discovery and inventory management
• Develop discovery and inventory management strategies with automated data population and CI (Configuration Item) integrity
• Establish CMDB governance policies and data quality frameworks with integration to external discovery tools
• Configure ITSM modules including Incident, Problem, Change, Knowledge, and Asset Management with ITIL-aligned processes
• Design and implement service catalogs, request fulfillment workflows, and SLA management structures
• Build operational dashboards and KPI reporting for IT service quality monitoring and performance analytics
• Configure monitoring, alerting, and event management capabilities with real-time IT health dashboards
• Implement automation and orchestration workflows for IT operations with integration to third-party monitoring tools
• Design operational intelligence solutions enabling proactive incident prevention and infrastructure management
• Configure and customize GRC modules for compliance and risk management aligned with regulatory requirements (SOX, HIPAA, GDPR, ISO)
• Develop control frameworks, audit trails, and compliance reporting mechanisms with governance policies
• Create risk assessment workflows, remediation tracking processes, and governance dashboards
• Implement ServiceNow’s Now Assist (Generative AI) capabilities across the platform for intelligent automation
• Leverage AI for intelligent incident categorization, ticket routing, auto-resolution, and knowledge management optimization
• Implement predictive analytics for proactive incident prevention, change impact analysis, and trend forecasting
• Train and fine-tune AI models for organization-specific use cases and terminology with continuous optimization
• Monitor AI/ML model performance metrics and continuously refine prompts, algorithms, and detection patterns
• Design and develop custom portals for customer-facing support and external service delivery with responsive interfaces
• Build self-service solutions using ServiceNow’s portal framework and modern web technologies
• Implement chatbots and conversational AI for customer engagement, support ticket automation, and 24/7 assistance
• Create white-label solutions for multi-tenant customer support environments with customizable branding
• Develop APIs and integrations for seamless third-party system connectivity and data synchronization
• Establish analytics and reporting for customer satisfaction metrics and support effectiveness measurement
• Develop custom scripts, workflows, and business rules using JavaScript and Glide APIs
• Create complex tables, forms, views, and reports tailored to business requirements
• Implement integrations with enterprise systems (HRIS, ERP, ticketing, monitoring tools) via REST/SOAP APIs
• Perform code reviews, optimization, performance tuning, and comprehensive technical documentation
• Lead implementation teams and coordinate with stakeholders throughout the entire project lifecycle
• Manage project timelines, budgets, resource allocation, and risk mitigation strategies
• Conduct training sessions and knowledge transfer to client teams and internal staff on all implemented solutions
• Mentor junior developers and contribute to team capability building and professional development Required Qualifications & Skills
• Minimum 7+ years of hands-on ServiceNow platform experience
• 5+ years of experience implementing ITSM modules with proven project success
• 5+ years of ITOM, CMDB, and/or GRC implementation experience
• Advanced proficiency in JavaScript, Glide APIs, and ServiceNow scripting
• Strong understanding of ITIL framework and IT service delivery best practices
• Experience with database design, SQL, and complex data models
• Proficiency in integrations (REST/SOAP APIs, OAuth, webhooks, third-party connectors)
• Experience with cloud platforms (AWS, Azure, or GCP)
• Demonstrated expertise in AI/ML implementation and optimization
• Strong project management and stakeholder communication skills
• Ability to mentor and lead cross-functional teams
• Experience with multiple implementation methodologies (Agile, Waterfall, Hybrid) Preferred Qualifications:
• ServiceNow Customer Success Platform (CSP) experience
• Experience with ServiceNow App Engine and custom application development
• Background in enterprise architecture or IT strategy consulting
• Experience with machine learning frameworks and NLP (Natural Language Processing)
• Portfolio or case studies demonstrating successful implementations
• Experience working with Fortune 500 companies or complex enterprise environments
• Active participation in ServiceNow community or developer networks.

Tekhire Solutions is a world-class technology focused on customer-driven solutions and has a deep dive knowledge of client requirements. Tekhire is best in connecting a bridge between highly skilled workers and the Fortune 500. Always thrives to be up with the technology trends, Innovation and transforms our trusted clients with certified and enterprise solutions that makes difference in the business.