ServiceNow Operations & Support Consultant

Role Overview

We are seeking an experienced ServiceNow Operations & Support Consultant to provide ongoing operational, configuration, enhancement, and application support for an enterprise ServiceNow environment.

The role will support ServiceNow Platform capabilities across IT Service Management (ITSM), Security Operations (SecOps), Integrated Risk Management (IRM/GRC), Configuration Management Database (CMDB), and Common Service Data Model (CSDM).

The successful candidate will be responsible for maintaining platform stability, resolving production issues, supporting workflows and integrations, maintaining data quality, and implementing controlled enhancements within a complex enterprise environment.

Key Responsibilities

• Provide day-to-day operational and application support for the ServiceNow platform and associated modules.
• Monitor platform health, availability, application performance, system logs, database performance, and application nodes.
• Investigate, troubleshoot, and resolve ServiceNow incidents, application issues, workflow failures, and performance problems.
• Support production incident management, including root cause analysis, corrective actions, and post-incident reviews.
• Plan and support ServiceNow patches, platform upgrades, instance cloning, and environment maintenance.
• Manage configuration and application deployments across Development, Test, and Production environments using controlled release processes.
• Troubleshoot Update Set conflicts and deployment issues.
• Maintain and enhance ServiceNow workflows, business rules, scripts, notifications, forms, service catalogues, dashboards, and reports.
• Support custom user interfaces, navigation components, portals, dashboards, and reporting solutions.
• Work with users and stakeholders to understand operational requirements and implement approved configuration changes and enhancements.
• Maintain technical documentation, operational procedures, support records, and platform configuration information.

ITSM Support

• Support Incident, Service Request, Feature Request, Problem, Change, and Knowledge Management processes.
• Maintain workflow routing, approvals, notifications, SLAs, and automation supporting ITSM processes.
• Support ServiceNow Service Portals used by requestors, operations teams, and fulfilment teams.
• Maintain service catalogue items, order guides, forms, workflows, and associated automation.
• Support user and tenant onboarding and offboarding activities.
• Maintain user satisfaction surveys and associated workflow automation.

Security Operations (SecOps)

• Support ServiceNow Vulnerability Management workflows, integrations, notifications, remediation tracking, and reporting.
• Maintain workflows supporting vulnerability assignment, remediation, risk acceptance, suppression, and exception management.
• Support vulnerability management dashboards and compliance reporting.
• Maintain Secure Configuration Management workflows, compliance templates, attestations, waivers, and related reporting.

Integrated Risk Management / GRC

• Support ServiceNow IRM/GRC capabilities including risk registers, policy management, compliance management, assessments, and attestations.
• Configure and maintain risk, compliance, policy waiver, control remediation, and approval workflows.
• Maintain Key Risk Indicators (KRIs) and Key Control Indicators (KCIs).
• Support entity, profile, policy, control, and regulatory citation management.
• Maintain user roles, permissions, and access controls for different risk and compliance personas.
• Troubleshoot risk assessments, control attestations, compliance notifications, dashboards, and reports.

CMDB & CSDM

• Monitor and maintain CMDB data quality, completeness, correctness, and compliance.
• Investigate and remediate duplicate, orphaned, incorrect, or incomplete Configuration Items (CIs).
• Support and troubleshoot ServiceNow Discovery and integrations feeding information into the CMDB.
• Maintain CI classes, models, relationships, and service mappings.
• Support CMDB integrations with vulnerability scanners, cloud platforms, and other enterprise systems.
• Maintain alignment between technical infrastructure, applications, business services, application services, and service offerings based on CSDM principles.
• Support business process and service mapping activities.

Required Skills

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Hands-on experience administering, configuring, or supporting ServiceNow in an enterprise production environment.
• Strong experience with ServiceNow Platform and ITSM capabilities.
• Experience supporting one or more of the following ServiceNow areas:ITSMSecurity Operations (SecOps)Integrated Risk Management (IRM/GRC)CMDBCSDM
• Experience configuring ServiceNow workflows, forms, service catalogues, notifications, dashboards, reports, and access controls.
• Good understanding of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
• Experience troubleshooting ServiceNow production issues and analysing system logs and platform behaviour.
• Experience with ServiceNow releases, Update Sets, instance cloning, patching, and upgrades.
• Understanding of CMDB architecture, CI relationships, Discovery, data quality, and CSDM principles.
• Experience supporting integrations between ServiceNow and external enterprise systems.
• Good understanding of vulnerability management, security operations, risk, or compliance processes.
• Strong troubleshooting, analytical, and problem-solving capabilities.
• Ability to produce clear technical documentation, operational procedures, and incident reports.
• Strong communication and stakeholder management skills.

Preferred Skills

• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Implementation Specialist (CIS) certification in relevant modules.
• Experience with ServiceNow ITSM, SecOps, IRM/GRC, CMDB, Discovery, and CSDM.
• Experience supporting ServiceNow within complex or highly regulated enterprise environments.
• Experience with AWS-hosted or on-premises enterprise environments.
• Knowledge of ServiceNow scripting, JavaScript, Business Rules, Client Scripts, Script Includes, and Flow Designer.
• Experience with REST/SOAP integrations and ServiceNow IntegrationHub.
• Familiarity with ITIL practices and enterprise change management.
• Experience supporting major incidents and post-incident review processes.

Application Note

Interested applicants may send their CV directly to shyam@aryan-solutions.com for consideration