Description

Key Responsibilities
•    Engage stakeholders to capture, analyze, and document ITSM business requirements 
•    Translate requirements into functional specifications and ServiceNow solution designs 
•    Design and implement ITSM processes: 
o    Incident Management
o    Problem Management
o    Change Management
o    Request Management 
•    Drive process standardization, optimization, and re-engineering initiatives 
•    Conduct workshops and gap analysis (As-Is vs To-Be process) 
•    Ensure alignment with ITIL/framework-based best practices (based on ITSM domain usage in enterprise content)
•    Define governance models, SLAs, OLAs, and KPIs 
•    Collaborate with technical teams to ensure accurate implementation of functional design 
•    Build dashboards and reports for service performance and operational insights 
•    Support pre-sales, solution demos, and roadmap discussions 
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Required Skills & Experience
•    5–10+ years overall experience with 3–5 years in ITSM consulting on ServiceNow (experience range derived from similar enterprise roles)
•    Strong knowledge of ITSM processes: 
o    Incident, Problem, Change, Request
o    SLA/OLA & service governance 
•    Experience in: 
o    Business process analysis & re-engineering
o    Stakeholder management and workshop facilitation 
•    Understanding of: 
o    CMDB and configuration management
o    Service governance, compliance, and audit readiness 
•    Experience with Agile / Scrum delivery models
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Technical & Functional Exposure
•    Strong functional knowledge of ServiceNow ITSM modules
•    Basic understanding of: 
o    Flow Designer, Business Rules
o    Reporting & dashboards 
•    Experience working with integrations and enterprise tools (not deeply technical role)
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Certifications 
•    ServiceNow CSA
•    ITIL Foundation / ITIL Expert
•    ServiceNow CIS–ITSM (Mandatory)

Key Skills

Education

Any Gradute