Key Responsibilities:
ServiceNow Configuration & Implementation:
Configure and maintain ServiceNow ITSM modules (Incident Management, Problem Management, Change Management, Service Request Management, etc.) to meet business requirements.
Customize ServiceNow workflows, forms, notifications, and business rules to automate processes and enhance IT service management.
Implement integrations between ServiceNow and other internal/external systems (e.g., monitoring tools, CMDB, third-party applications).
ITIL Process Implementation & Optimization:
Act as the SME for ITIL-based processes, ensuring that ServiceNow is configured to align with ITIL best practices.
Work closely with process owners to understand their requirements and translate them into ServiceNow configurations that streamline IT service operations.
Perform regular reviews and audits of ITIL processes within ServiceNow, ensuring they remain compliant with business goals and IT service management standards.
Incident & Problem Management:
Ensure the Incident Management process is implemented effectively within ServiceNow, ensuring quick resolution of service disruptions.
Oversee the Problem Management process in ServiceNow, identifying root causes of recurring incidents and driving problem resolution.
Track and resolve incidents, escalating issues when necessary, and ensuring effective communication with stakeholders.
Change Management:
Configure and optimize Change Management processes in ServiceNow to ensure efficient and controlled changes to IT systems and services.
Support the creation and review of Change Requests (CRs), ensuring they meet quality and compliance standards before implementation.
Work with stakeholders to define change requirements and maintain a high level of service during the Change Advisory Board (CAB) process.
Service Request Management:
Implement and optimize Service Request Management within ServiceNow, providing end users with an intuitive interface for requesting services and managing fulfillment workflows.
Ensure that Catalog Items are properly defined, and workflows are automated to streamline service delivery.
CMDB (Configuration Management Database):
Maintain and update the CMDB in ServiceNow, ensuring that all Configuration Items (CIs) are accurately tracked and related to the appropriate services.
Work with IT teams to integrate the CMDB with other service management processes (e.g., Incident, Change, Problem, etc.).
Reports & Dashboards:
Develop and maintain custom reports and dashboards within ServiceNow, providing valuable insights to stakeholders about service performance, trends, and issues.
Create service-level reports for IT performance and track metrics such as SLA compliance, incident resolution times, change success rates, and other key performance indicators (KPIs).
Training & Support:
Provide training and support to users, process owners, and administrators on how to effectively use the ServiceNow platform.
Document best practices, configuration changes, and processes for internal knowledge sharing.
Support the ongoing adoption of ServiceNow features, ensuring that users understand and utilize the platform effectively.
Maintenance & Upgrades:
Monitor and maintain the ServiceNow platform, ensuring that it operates smoothly and efficiently.
Manage the installation of ServiceNow upgrades and patches, testing for compatibility with custom configurations and integrations.
Address and resolve any platform performance issues, ensuring uptime and availability.
Collaboration & Stakeholder Management:
Collaborate with cross-functional teams (e.g., IT, Operations, Development) to identify new features and enhancements to improve service management.
Work closely with service owners and business stakeholders to understand evolving IT service requirements and configure ServiceNow accordingly.
Required Qualifications:
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
3-5 years of hands-on experience with ServiceNow ITSM and related ITIL processes (Incident, Problem, Change, Request Management).
Strong understanding of ITIL v3 or ITIL v4 frameworks and how to implement and configure them in ServiceNow.
Experience in configuring ServiceNow modules such as Incident Management, Problem Management, Change Management, Service Request Management, and CMDB.
Proficiency in ServiceNow scripting (e.g., Business Rules, Client Scripts, UI Actions, and Workflow scripting).
Experience with ServiceNow integrations, including API-based integration with other tools and platforms.
Familiarity with ServiceNow Reporting and Dashboarding tools to create and manage performance metrics.
Strong troubleshooting skills for identifying and resolving platform and process-related issues.

ServiceNow_IT Service Management

Job Description

Required Skills