Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You will work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you will have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You will be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

We are seeking an experienced Senior ServiceNow Technical Consultant to support the implementation, expansion, configuration, and maintenance of ServiceNow solutions across Customer Service Management, IT Service Management, and enterprise service management functions.

The ideal candidate will possess a strong combination of functional consulting, technical expertise, ServiceNow platform knowledge, and stakeholder management skills. The role requires the ability to lead business discovery and requirements workshops, translate business needs into functional and technical designs, configure and implement ServiceNow solutions, and provide guidance on solution strategy, effort estimation, costing, governance, and best practices.

The consultant will work closely with business stakeholders, architects, developers, project managers, and technical teams to deliver scalable ServiceNow solutions that align with ITIL processes, service management best practices, business value, project timelines, and budget guidelines.

Your Primary Responsibilities Will Include

Designing Solutions: designing, configuring, and optimizing workflows, dashboards, reports, and integrations using out-of-the-box capabilities.
Implementation Leadership: leading implementations from configuration through testing and deployment.
Post-Go-Live Support: supporting post-go-live enhancements and upgrades of medium to high complexity.
Process Improvement: helping organizations maximize the value of their ServiceNow investment through best-practice process improvement and platform configuration.

Required Technical And Professional Expertise

Proven experience delivering end-to-end ServiceNow implementations and transformation projects.
Strong understanding of the ServiceNow platform, its capabilities, architecture, and implementation best practices.
Hands-on experience with ServiceNow configuration, workflows, Service Catalog, reporting, automation, and platform administration.
Experience gathering requirements, facilitating workshops, analyzing business processes, and translating requirements into technical and functional solutions.
Strong knowledge of ITIL processes and service management principles.
Experience with solution design, effort estimation, resource planning, costing, and value-versus-effort analysis.
Experience supporting or leading integrations with enterprise and third-party applications.
Working knowledge of REST/SOAP APIs, Web Services, XML, HTML, LDAP, SSL, and VPN.
Strong stakeholder management, communication, analytical, and problem-solving skills.
Ability to lead technical discussions and provide guidance to ServiceNow development and implementation teams.

Preferred Technical And Professional Experience

Customer Service Management (CSM)
IT Service Management (ITSM)
App Engine Development
Integration Hub
REST/SOAP integrations
Knowledge Management
Performance Analytics and Reporting
Flow Designer and advanced workflow automation
Virtual Agent and AI capabilities
Now Assist and modern ServiceNow platform capabilities
ServiceNow platform governance and enterprise architecture
Experience working in consulting environments and directly with clients

ServiceNow - Package Consultant