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:
- Designing Virtual Agent conversations and integrations with knowledge base/service catalog
- Setting up and tuning Predictive Intelligence models
- Building Performance Analytics indicators, scorecards, and dashboards
- 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:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist - ITSM
- Highly Preferred:
- ServiceNow ITSM Pro-related micro-certifications (e.g., Virtual Agent, PA, PI)
- ServiceNow Certified Application Developer (CAD)
- 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
