The ServiceNow ITSM Solution Consultant will be responsible for designing, configuring, developing, and implementing the ServiceNow IT Service Management (ITSM) platform to meet business requirements. This role involves working closely with clients, stakeholders, and internal teams to deliver effective solutions and enhance IT service delivery.

Experience:

• Minimum 10+ of experience with ServiceNow ITSM platform configuration, development, and implementation.
• Proven experience in a client-facing role, providing consultation and delivering ITSM solutions.

Mandatory Technical Skills:

• Experience in JavaScript, HTML, CSS, and other web technologies.
• Experience with REST/SOAP web services and integrations.
• Strong understanding of ITIL best practices and frameworks.
• Certifications: ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Implementation Specialist (CIS) in ITSM or other relevant modules.
• ITIL Foundation certification preferred.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

Key Responsibilities:

Consultation and Solution Design:

• Work with clients and stakeholders to understand business requirements and translate them into technical specifications.
• Design and develop ServiceNow ITSM solutions, including incident, problem, change, request, and knowledge management.

Configuration and Development

• Configure and customize the ServiceNow platform, including UI, workflows, and reports.
• Develop custom applications and integrations with other systems using JavaScript, REST, SOAP, and other relevant technologies.

Implementation and Deployment:

• Lead the implementation of ServiceNow ITSM modules and ensure successful deployment.
• Conduct system testing, user acceptance testing (UAT), and troubleshoot issues during the implementation process.

Support and Maintenance:

• Provide ongoing support and maintenance for the ServiceNow platform.
• Monitor system performance and optimize as needed.
• Manage upgrades and patches to the ServiceNow platform.

Training and Documentation:

• Develop and deliver training materials and sessions for end-users and administrators.
• Create and maintain detailed technical documentation, including design specifications, test plans, and user guides.

Collaboration and Communication:

• Collaborate with cross-functional teams, including IT, HR, finance, and other business units.
• Communicate effectively with clients and stakeholders to ensure alignment and satisfaction with the ServiceNow solutions.

Continuous Improvement:

• Stay up to date with the latest ServiceNow features, best practices, and industry trends.
• Identify opportunities for process improvement and automation within the ITSM framework.