ServiceNow Technical Consultant

We are seeking an experienced ServiceNow Technical Consultant to support multiple strategic ITSM transformation initiative involving the migration of ServiceNow data, configurations, workflows, integrations, and operational processes to the Salesforce ITSM platform. The consultant will serve as the primary ServiceNow Subject Matter Expert (SME) within the migration program, collaborating closely with migration teams, Salesforce consultants, business stakeholders and client representatives.

The role requires a strong understanding of ServiceNow architecture, data models, workflows, and ITSM processes, along with the ability to analyze, map, and transform ServiceNow components into Salesforce ITSM equivalents. The consultant will actively participate in client workshops, migration planning sessions and technical design discussions to ensure a successful transition.

Key Responsibilities

ServiceNow Analysis & Assessment

• Act as the ServiceNow technical SME for migration and transformation activities.
• Analyze existing ServiceNow implementations, including:
• Incident Management
• Request Management
• Change Management
• Problem Management
• Knowledge Management
• Service Catalog
• CMDB
• Custom Applications
• Assess ServiceNow configurations, customizations, workflows, integrations, and data structures for migration readiness.
• Document current-state architecture, business processes, data dependencies, and technical configurations.

Migration & Transformation Support

• Support migration teams in extracting and validating ServiceNow data and configurations.
• Define migration strategies for:
• Data objects
• Configuration items
• Service Catalog items
• Workflows and business rules
• Approval processes
• Notifications
• Reports and dashboards
• Identify data transformation requirements and potential migration risks.
• Assist in reconciliation, validation, and post-migration verification activities.

Salesforce ITSM Collaboration

• Partner with Salesforce ITSM architects, consultants, and developers to map ServiceNow functionality to Salesforce capabilities.
• Define field mappings, object mappings, data relationships, and workflow transformations.
• Translate ServiceNow business processes into Salesforce ITSM workflows and automation frameworks.
• Provide recommendations on process redesign, optimization, and platform alignment.
• Support testing and validation of migrated configurations and workflows within Salesforce.

Client & Stakeholder Engagement

• Participate in client workshops, discovery sessions, design reviews, and migration planning meetings.
• Present ServiceNow technical assessments and migration recommendations to stakeholders.
• Serve as the trusted advisor for all ServiceNow-related queries and decisions.
• Collaborate with business users, technical teams, and project leadership throughout the migration lifecycle.

Documentation & Governance

• Create and maintain detailed migration documentation.
• Document field mapping matrices, transformation rules, workflow mappings, and technical specifications.
• Support audit, governance, compliance, and change management requirements.
• Contribute to migration runbooks, playbooks, and knowledge transfer activities.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 5+ years of hands-on experience with ServiceNow platform administration, development, or consulting.
• Strong understanding of ServiceNow ITSM modules and platform architecture.
• Experience working with:
• ServiceNow Workflows / Flow Designer
• Business Rules
• Script Includes
• Service Catalog
• CMDB
• Integrations and APIs
• Reporting and Dashboards
• Proven experience in platform migrations, upgrades, or transformation programs.
• Strong knowledge of data migration principles and ETL concepts.
• Excellent documentation, communication, and stakeholder management skills.
• Ability to participate in client-facing discussions and technical workshops.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) – ITSM.
• Experience with Salesforce Service Cloud or Salesforce ITSM implementations.
• Familiarity with integration technologies and middleware platforms.
• Experience in ITIL-based service management environments.
• Knowledge of data mapping, transformation, and migration tools.
• Prior experience in ServiceNow-to-Salesforce transformation initiatives is highly desirable.

Key Skills

ServiceNow

• ServiceNow ITSM
• Flow Designer
• Workflow Engine
• CMDB
• Service Catalog
• Business Rules
• Script Includes
• Client Scripts
• REST/SOAP APIs

Salesforce Collaboration

• Salesforce Service Cloud / ITSM
• Data Mapping
• Process Transformation
• Workflow Translation
• Configuration Assessment

Professional Skills

• Client Engagement
• Technical Consulting
• Stakeholder Management
• Requirements Analysis
• Documentation
• Problem Solving
• Communication & Presentation Skills

Success Criteria

The successful candidate will:

• Provide expert ServiceNow guidance throughout the migration lifecycle.
• Enable accurate migration of ServiceNow data, configurations, workflows, and processes to Salesforce ITSM.
• Drive effective collaboration between ServiceNow and Salesforce teams.
• Ensure business process continuity and minimize migration risks.
• Serve as the primary ServiceNow technical advisor in client-facing engagements.

Location: Bangalore, India (On-site/Hybrid as required)

Employment Type: Full-Time

Experience: 5–10+ Years Preferred