ServiceNow ITSM Expert / Senior ServiceNow Consultant

Company: WillWare Technologies

Role: ServiceNow ITSM Expert / Senior ServiceNow Consultant

Experience: 8-12 Years

Location: Bangalore

Work Mode: Onsite

Seeking an experienced ServiceNow ITSM Expert with strong expertise in IT Service Management processes, ServiceNow platform configuration, development, integrations, and platform governance. The candidate will lead implementations, enhancements, troubleshooting, and optimization of ServiceNow ITSM modules while ensuring adherence to ITIL best practices.

Key Responsibilities

• Design, configure, and support ServiceNow ITSM modules.

• Lead implementation and enhancement of Incident, Problem, Change, Request, Knowledge, and Service Catalog modules.

• Develop and maintain Business Rules, Client Scripts, UI Policies, Script Includes, and Flow Designer workflows.

• Configure SLAs, notifications, approval workflows, and automation processes.

• Integrate ServiceNow with enterprise systems using REST and SOAP APIs.

• Perform root cause analysis, incident resolution, and platform troubleshooting.

• Maintain platform governance, security, and performance standards.

• Collaborate with business stakeholders to gather requirements and design solutions.

• Support platform upgrades, patches, and release management activities.

• Mentor junior developers and provide technical guidance.

Technical Skills

ServiceNow ITSM

• Incident Management, Problem Management ,Change Management, Request Management, Knowledge Management, Service Catalog, SLA Management, Workflow Automation, CMDB Fundamentals

Development & Customization

• JavaScript, Glide API, Business Rules, Client Scripts, Script Includes,UI Policies,UI Actions, Flow Designer,Service Portal, ACLs

Process & Methodology

• ITIL Framework, Service Governance, Release Management, Agile/Scrum, Documentation & Process Design, Stakeholder Management

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)

• Certified Application Developer (CAD)

• CIS - ITSM

• ITIL Foundation V4

• ServiceNow Implementation Certifications