Configure and enhance core ITSM applications (Incident, Problem, Change, Request, Knowledge, Survey, Service Catalog).
Develop workflows, automations, and integrations using ServiceNow scripting and Flow Designer.
Configure advanced assignment rules and on-call schedules.
Optimize Service Operations Workspace, Employee Service Center, and Mobile experiences.
Design and enhance Service Catalog items, SLAs/OLAs, CMDB structures.
Understand and apply Common Service Data Model (CSDM) concepts.
Translate business requirements into scalable, technical solutions within an Agile framework.
Troubleshoot issues, support testing cycles, and participate in deployment activities.
Lead client-facing workshops, gather requirements, and educate clients on ITSM and ITIL best practices for IT Service Delivery.
Collaborate with architects and stakeholders to ensure quality delivery aligned with best practices.
Produce clear technical documentation and contribute to continuous platform improvements.

3+ years of professional experience, including 2+ years of hands-on ServiceNow ITSM experience.
Proven experience configuring and implementing core ITSM modules and workflows.
Strong communication and documentation skills; consulting experience preferred.
Willingness to travel up to 30% for client engagements.
Strong JavaScript skills and proficiency in ServiceNow scripting methods and APIs.
Deep understanding of ITSM processes and ITIL-based workflow design.
Experience with integrations (REST/SOAP), automation, and CMDB fundamentals.
Ability to solve complex problems and work independently in a fast-paced environment.
ServiceNow CSA – Required
ServiceNow CIS–ITSM – Preferred
CAD, ITIL Foundation – Preferred

Senior ServiceNow ITSM Consultant

Key skills