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.