ServiceNow SLM Specialist

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title: Service Now Specialist

Location: Hyderabad ,Pune.

Experience: 10+ yrs

Job Type: Contract to hire(Min 1+ yr)

Notice Period: Immediate joiners

Job Description:

We are looking for a Senior ServiceNow Service Level Management (SLM) Specialist to lead the endtoend modernization of our SLM framework. The role involves assessing the current setup, redesigning SLA models, upgrading reporting, and implementing AIenabled analytics to improve service performance in a regulated banking environment.

Key Responsibilities

• Assess existing ServiceNow SLM setup, reporting, and governance.
• Design and implement a scalable, enterprise-grade SLM framework.
• Modernize SLA reporting and dashboards using Performance Analytics.
• Deploy AI-driven insights, predictive analytics, and trend intelligence.
• Ensure audit readiness, compliance, and regulatory alignment.
• Establish governance standards and an optimization roadmap.
• Develop executive-level dashboards and KPI frameworks.

Deliverables

• SLM maturity assessment and gap analysis
• SLM transformation and modernization roadmap
• New enterprise-grade SLM framework
• Modern SLA dashboards and reporting structure
• Performance Analytics + KPI framework
• AI-enabled SLM insights and predictions
• Governance, compliance, and documentation

Required Experience

• 10+ years overall ServiceNow platform experience
• 5+Years Hands-on ServiceNow SLM implementation
• Experience delivering SLM transformations in banking or regulated sectors
• Strong expertise in Performance Analytics and predictive intelligence
• Proven experience building enterprise-scale SLM architectures
• Experience improving SLA reporting and data governance

Technical Skills

• ServiceNow SLM design & optimization
• Performance Analytics & dashboard development
• AIenabled analytics / Predictive Intelligence
• ITSM, CMDB, enterprise service architecture
• Strong understanding of banking regulations, audits & service resilience

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist – ITSM
• ServiceNow Performance Analytics Certification (Preferred)
• ITIL v4 Certification