ITSM Consultant (SN0696)
Job Description
We are looking for a highly skilled ITSM Consultant to design, implement, and optimize ServiceNow ITSM solutions that enhance Service Operation and Transition processes. This role involves ensuring CMDB governance, automation of ITIL processes, and integration of ServiceNow with enterprise systems.
Key Responsibilities
- Design and implement ServiceNow ITSM modules, including Incident, Problem, Change, Request, and CMDB.
- Develop automated workflows using ServiceNow Flow Designer, Workflow Editor, and Orchestration.
- Optimize ServiceNow solutions to balance cost-efficiency with operational value.
- Define and enforce CMDB governance policies, ensuring data accuracy, relationships, and compliance with ITIL standards.
- Ensure seamless integration of CMDB with asset management and discovery solutions.
- Provide expertise in Change Management policies, ensuring controlled and risk-mitigated changes.
- Act as a ServiceNow subject matter expert, guiding project and engineering teams in best practices.
- Own the ServiceNow architecture and governance throughout the solution lifecycle.
- Stay updated on emerging ITSM trends, ITIL frameworks, and ServiceNow innovations.
- Act as a key escalation point for ServiceNow ITSM issues and troubleshooting workflows.
- Collaborate with business and IT teams to translate business needs into technical solutions.
Education & Experience
- 5+ years of experience in ServiceNow architecture and ITSM implementations.
- Experience working in large-scale IT operations, ideally in enterprise or public sector environments.
Technical Expertise
- Deep expertise in ServiceNow ITSM modules
- ServiceNow scripting, REST/SOAP integrations, and UI customization.
- designing and enforcing CMDB governance models.
- integrating cloud platforms (AWS, Azure, GCP) with ServiceNow.
- ITIL best practices and ITSM governance frameworks.
- Agile methodologies
Soft Skills
- Strong analytical and problem-solving skills
- Excellent stakeholder management
Languages
- English
Hiring Team Member
