ServiceNow ITSM

Lead support activities across core ServiceNow ITSM modules including:

Incident Management

Problem Management

Modern Change Management

Service Request Management (Catalog & RITM)

Knowledge Management

Configure, customize, and maintain ITSM modules based on business requirements and best practices.

Perform hands-on development and configuration activities including:

Business Rules, Client Scripts

UI Policies, UI Actions, Data Policies

Access Control Lists (ACLs)

Design and manage service catalog components:

Catalog Items, Record Producers, Variables

Request workflows and lifecycle management

Develop and maintain automation using:

Flow Designer workflows

Approval flows, notifications, and orchestration

Manage data operations including:

Data imports using Import Sets and Transform Maps

Data validation and consistency checks

Develop and maintain reports and dashboards using Platform Analytics to provide operational insights and KPI tracking.

Design and implement end-to-end ITSM solutions aligned with business processes and ServiceNow best practices.

Build and support integrations with external systems using:

REST and SOAP APIs

MID Server and third-party tools

Develop and maintain custom applications and scoped applications where required.

Support user experience enhancements through:

Service Portal / UI Builder configurations (basic level)

Employee Center implementations

Implement and support emerging capabilities such as:

Virtual Agent (basic conversational flows)

Generative AI and Agentic AI (Now Assist features)

Participate in platform upgrade activities:

Perform regression testing

Resolve skipped records and configuration conflicts

Ensure adherence to ServiceNow development standards, governance, and best practices.

Contribute to CMDB fundamentals, including:

Understanding relationships

Supporting data accuracy and alignment with ITSM processes

Collaborate with stakeholders, product owners, and technical teams to gather requirements, resolve issues, and deliver enhancements.

Drive ITSM process improvements and continuous service optimization.

Act as a technical and functional escalation point and mentor junior team members