Job Description

We are seeking an experienced ServiceNow Senior Technical Consultant with in-depth expertise in ITSM Pro and its advanced capabilities. This role is responsible for designing, configuring, and delivering cutting-edge IT Service Management solutions using ServiceNow ITSM Pro features such as Virtual Agent, Predictive Intelligence, Performance Analytics, and Continual Improvement Management (CIM). The ideal candidate will bring a mix of technical depth, business process understanding, and implementation experience to drive digital transformation for enterprise clients.

Key Responsibilities:

• Lead technical design and implementation of ServiceNow ITSM Pro solutions, including: o Virtual Agent o Predictive Intelligence (PI) o Performance Analytics (PA) o Continual Improvement Management (CIM) o Agent Workspace & Playbooks

• Translate business needs into technical solutions aligned with ITIL processes and ServiceNow best practices.

• Collaborate with business analysts, architects, and developers to ensure cohesive and scalable solution delivery.

• Configure workflows, business rules, UI policies, catalog items, integrations, and dashboards.

• Customize the ServiceNow platform using JavaScript, Glide API, Flow Designer, and REST/SOAP APIs.

• Implement and optimize Performance Analytics KPIs and dashboards to measure service delivery performance.

• Develop and deploy predictive models using machine learning features within ITSM Pro.

• Guide customers on maximizing value from ITSM Pro capabilities through workshops and best practices.

• Support UAT, knowledge transfer, and post-implementation support activities.

• Mentor junior developers and consultants on advanced platform features.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field.

• 5+ years of experience implementing and supporting ServiceNow solutions.

• 2+ years of hands-on experience specifically with ServiceNow ITSM Pro modules.

• Strong knowledge of core ITSM processes: Incident, Problem, Change, Request, Knowledge, Service Catalog.

• Proven experience with:

o Designing Virtual Agent conversations and integrations with knowledge base/service catalog.

o Setting up and tuning Predictive Intelligence models.

o Building Performance Analytics indicators, scorecards, and dashboards.

o Configuring Continual Improvement Management and Agent Workspace.

• Proficiency in JavaScript, Glide scripting, Flow Designer, and MID Server integrations.

• Strong understanding of ITIL v3/v4 and ability to map business requirements to ITSM solutions.

• Experience working in Agile/Scrum delivery environments.

Certifications (Required or Preferred):

• Mandatory:

o ServiceNow Certified System Administrator (CSA)

o ServiceNow Certified Implementation Specialist – ITSM

• Highly Preferred:

o ServiceNow ITSM Pro-related micro-certifications (e.g., Virtual Agent, PA, PI)

o ServiceNow Certified Application Developer (CAD)

o ITIL v4 Foundation or higher

Soft Skills:

• Strong analytical and problem-solving capabilities.

• Excellent written and verbal communication skills.

• Ability to lead client workshops and technical discussions.

• Customer-focused with a commitment to high-quality delivery.

• Ability to multitask and manage competing priorities in a fast-paced environment.