Job Description
Senior/Lead ServiceNow Consultant (CSM + ITSM Support)
Role: Senior ServiceNow Consultant
Experience: 6+ Years (ServiceNow relevant experience mandatory)
Location: Noida (NCR)
Work Mode: Hybrid / Onsite (Client Location)
Role Overview
We are looking for a Senior/Lead ServiceNow Consultant with strong hands-on experience in ServiceNow CSM and ITSM support with Domain Separation knowledge. The candidate will be responsible for production support, issue resolution, minor enhancements, and platform stability in an SLA-driven environment. The role requires strong troubleshooting skills, stakeholder coordination, and experience working in a support and maintenance project.
Key Responsibilities
- Provide L2/L3 production support for ServiceNow ITSM and CSM modules
- Handle incidents, service requests, and defects within defined SLAs
- Perform root cause analysis (RCA) for recurring production issues
- Support customer case management processes in ServiceNow CSM
- Implement minor enhancements, configurations, and workflow updates
- Troubleshoot issues related to notifications, SLAs, and assignment rules
- Support service catalog items and service portal related issues
- Manage user access, roles, and permissions (ACLs)
- Monitor scheduled jobs, integrations, and data loads
- Coordinate with business stakeholders and conduct status updates
- Maintain knowledge articles and support documentation
- Participate in release deployments, patching, and upgrade support
Mandatory Skills
- 6+ years of hands-on ServiceNow experience
- Strong support experience in ServiceNow ITSM (Incident, Problem, Change, Request)
- Hands-on experience in ServiceNow CSM (Case Management)
- Experience in L2/L3 production support environment
- Experience with SLAs, notifications, and workflows
- Knowledge of Business Rules, Client Scripts, UI Policies, and Data Policies
- User/role management and ACL handling
- Knowledge of Service Portal, Catalog support and Reporting
- Scripting knowledge (JavaScript in ServiceNow)
- Integration monitoring (REST/SOAP, MID Server)
- Understanding of ITIL processes
- ServiceNow Certified System Administrator (CSA)
- ITIL Foundation Certification
- Experience with Flow Designer
- Experience supporting patches and upgrades
Soft Skills
- Strong communication and client-facing skills
- Ability to work in SLA-driven support model
- Good analytical and troubleshooting skills
- Ability to coordinate with offshore/onshore teams
- Proactive and ownership-driven attitude
Get empowered by NTT DATA Business Solutions!
We transform. SAP® solutions into Value
For any questions related to Job Description, you may connect with below specified contact from Recruiting.
Recruiter Name: Sweta Yadav
Recruiter Email ID: [Confidential Information]
NTT DATA Business Solutions is a fast-growing international IT company and one of the world's leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support. 
