ServiceNow ITSM / ITAM Professional

We are seeking an experienced ServiceNow ITSM / ITAM Professional with 10+ years of experience in technical consulting, solution design, implementation, customization, and management of ServiceNow platforms. The ideal candidate will have strong expertise in ServiceNow ITSM, ITAM, ITOM, CMDB, Service Catalog, and ITIL processes.

The candidate will be responsible for designing and implementing ServiceNow solutions, configuring ITIL workflows, managing integrations, supporting production environments, and optimizing IT service management processes in alignment with business requirements and industry best practices.

Key Responsibilities

• Design, configure, customize, and implement ServiceNow solutions across ITSM, ITAM, ITOM, CMDB, and Service Portal modules.
• Configure and manage ITIL processes, including Incident Management, Problem Management, Change Management, Knowledge Management, and Service Catalog.
• Develop and customize ServiceNow applications and modules to meet client requirements and improve operational efficiency.
• Configure and implement Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts, and validation scripts.
• Design, develop, and maintain Service Catalogs, Catalog Items, Record Producers, and Order Guides.
• Configure Service Level Agreements (SLAs) and ensure compliance with agreed service delivery requirements.
• Develop and maintain workflows using ServiceNow Workflow Editor, including complex catalog workflows, notifications, approvals, and dynamic tasks.
• Implement and maintain integrations between ServiceNow and external applications using REST APIs, SOAP web services, email integration, and scripted web services.
• Develop and maintain Script Includes and other server-side and client-side scripts.
• Manage CMDB data, configuration items, business services, and their relationships to ensure data accuracy and service visibility.
• Support IT Asset Management (ITAM) processes and maintain effective asset lifecycle management practices.
• Work with ServiceNow Discovery tools to identify infrastructure components and maintain accurate configuration data.
• Perform ServiceNow platform administration, troubleshooting, maintenance, and production support.
• Collaborate with IT operations, development teams, and business stakeholders to gather requirements and define solution architectures.
• Ensure that ServiceNow implementations follow ITIL best practices, technical standards, and organizational requirements.
• Identify opportunities for process improvement, automation, and platform optimization.
• Provide technical consultation and guidance to stakeholders and team members.

Required Technical Skill Set

• ServiceNow ITSM, ITAM, ITOM, CMDB, and Service Portal.
• ITIL processes: Incident, Problem, Change, Knowledge, and Service Catalog Management.
• ServiceNow administration, configuration, customization, and production support.
• Service Catalog configuration, Catalog Items, Record Producers, and Order Guides.
• Business Rules, Client Scripts, UI Policies, UI Actions, and Data Dictionary.
• SLA configuration, notifications, approvals, and workflow development.
• ServiceNow Workflow Editor and dynamic task configuration.
• REST and SOAP integrations, email integration, and scripted web services.
• Script Includes and ServiceNow scripting.
• CMDB management, configuration item relationships, and ServiceNow Discovery.
• JavaScript, HTML, and CSS.
• ITSM process implementation, technical consulting, and solution design.

Desired Candidate Profile

• A qualified IT professional with 10+ years of experience in technical consulting, implementation, and management.
• Strong hands-on experience with ServiceNow ITSM, ITAM, ITOM, CMDB, and Service Portal.
• Proven experience in configuring and customizing ServiceNow applications in accordance with ITIL best practices.
• Good understanding of IT Asset Management, Configuration Management, and service delivery processes.
• Experience in implementing complex workflows, integrations, automation, and platform customizations.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to work effectively with stakeholders at all organizational levels.
• Ability to collaborate with cross-functional teams and translate business requirements into effective technical solutions.

Qualification and Experience

• Minimum Experience: 10+ years of relevant IT experience.
• Educational Qualification: Relevant Bachelor's degree preferred; specific requirements to be confirmed by the employer.
• Technical Experience: Extensive hands-on experience in ServiceNow implementation, configuration, customization, integrations, administration, and support.
• Industry Experience: IT Services / IT Service Management.

Core Competencies

• Technical consultation and solution architecture.
• ServiceNow implementation and customization.
• ITIL process configuration and optimization.
• Integration development and workflow automation.
• CMDB and IT Asset Management.
• Production support and troubleshooting.
• Stakeholder management and cross-functional collaboration.
• Analytical thinking and problem-solving.