ServiceNow Administrator / ITSM Consultant (CSA + CIS-ITSM)
Job Title: ServiceNow Administrator / ITSM Consultant (CSA + CIS-ITSM) Job Summary We are seeking a skilled ServiceNow Administrator / ITSM Consultant with ServiceNow CSA and CIS-ITSM certifications to support, configure, and optimize the ServiceNow platform. The ideal candidate will have hands-on experience implementing and maintaining ITSM processes, administering the ServiceNow platform, and collaborating with business stakeholders to deliver efficient service management solutions.
Key Responsibilities
- Configure, administer, and maintain the ServiceNow platform.
- Implement and support ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog Management.
- Gather business requirements and translate them into ServiceNow solutions.
- Configure forms, workflows, business rules, UI policies, notifications, and approval processes.
- Develop and maintain Service Catalog items, record producers, and request fulfillment workflows.
- Support CMDB administration, data integrity, and configuration management processes.
- Create reports, dashboards, and performance metrics to support operational and management reporting.
- Manage users, groups, roles, and access controls within the platform.
- Troubleshoot platform issues and provide ongoing production support.
- Collaborate with technical teams and business stakeholders to improve IT service delivery.
- Participate in platform upgrades, testing, release management, and continuous improvement initiatives.
- Ensure ITSM processes align with ITIL best practices.
Required Qualifications
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM).
- Experience working with ServiceNow ITSM modules.
- Strong understanding of Incident, Problem, Change, Request, and Knowledge Management processes.
- Experience with Flow Designer, Workflow Editor, Service Catalog, and CMDB.
- Basic knowledge of JavaScript and ServiceNow scripting concepts.
- Strong analytical, troubleshooting, and communication skills.
- Experience working in Agile or ITIL-based environments.