Configure Service Mapping, CMDB relationships, and CI discovery
Restore and optimize OOTB Change Management models and workflows
Implement Employee Center with Virtual Agent readiness
Configure Workspaces and modern dashboard experiences
Implement Problem Management and Major Incident Management processes
Build Platform Analytics dashboards and operational reports
Lead stakeholder discovery and solution workshops
Recommend ITSM process improvements and platform best practices
Guide CMDB health and data quality initiatives
Advise on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom
Deliver training and knowledge transfer sessions
Create solution design and configuration documentation
Document as-built configurations and operational runbooks
Conduct administrator and support team enablement sessions

ServiceNow Expertise 5+ years of hands-on ServiceNow implementation experience
ServiceNow Certified System Administrator (CSA) – Required
ServiceNow Certified Implementation Specialist (CIS) in ITSM – Required
Strong expertise in Incident, Problem, Change, CMDB, and Service Catalog
Experience with Service Mapping, Employee Center, Workspaces, and Platform Analytics
Strong understanding of ServiceNow OOTB workflows and data models
Experience with REST/SOAP integrations, MID Server, Flow Designer, and Glide scripting
Proficiency in JavaScript and CMDB CI relationship modeling
Experience with SLA configuration and reporting
Strong client-facing communication and workshop facilitation skills
Ability to balance OOTB capabilities with custom business needs
Experience leading complex multi-workstream ITSM initiatives
Ability to work independently and drive delivery
CIS in Discovery or Service Mapping preferred
Experience with Virtual Agent, Now Assist, or AI/ML capabilities preferred
Familiarity with ITOM, AIOps, and predictive intelligence preferred
Experience in financial services or credit union environments preferred
Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom) preferred.

ServiceNow Implementation Consultant

Key skills