Senior Consultant

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
  
  

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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.