Sr. ServiceNow Technical Consultant

Location: India, Remote

Work Experience: 5+ years

Requirements:

ServiceNow Expertise:

• 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.

Technical Skills:

• 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.

Consulting Skills:

• 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.

Additional Qualifications:

• CIS in Discovery or Service Mapping.
• Experience with Virtual Agent, Now Assist, or AI/ML capabilities.
• Familiarity with ITOM, AIOps, and predictive intelligence.
• Experience in financial services or credit union environments.
• Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom).

Qualifications: Bachelor’s degree in computer science, Engineering, Information Systems, or related technical field (or equivalent practical experience).

Job Description:

Solution Design & Architecture:

• Design Service Mapping architecture for 20+ Tier 1 applications, including SLA dashboards and service status reporting.
• Define Change Management reversion strategy to restore OOTB functionality while preserving critical customizations.
• Lead Employee Center migration strategy, including catalog restructuring and persona-based experiences.
• Design Workspace configurations for various operational teams.
• Develop Platform Analytics dashboard and reporting architecture.

Implementation & Configuration:

• 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.

Client Advisory & Enablement:

• 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.

Documentation & Knowledge Transfer:

• Create solution design and configuration documentation.
• Document as-built configurations and operational runbooks.
• Conduct administrator and support team enablement sessions.