Technical Consultant- ITSM, CSM & ITOM

ServiceNow Technical Consultant

Skills: ITSM, CSM, ITOM

Location: India (Pune / Chennai / Hyderabad / Noida / Bangalore)
Experience: 6-8 Years
Employment Type: Full-Time

About the RoleWe are seeking an experienced ServiceNow Technical Consultant with strong expertise in ITSM, Customer Service Management (CSM), and IT Operations Management (ITOM). The ideal candidate will play a key role in designing, developing, and implementing enterprise-scale ServiceNow solutions while collaborating with global stakeholders to solve complex business challenges.

Key Responsibilities

• Design, develop, configure, and implement ServiceNow solutions across ITSM, CSM, and ITOM modules.
• Gather and analyze business requirements and translate them into scalable technical solutions.Configure and customize workflows, business rules, UI policies, client scripts, integrations, and Service Catalog items.Implement and support ITOM capabilities, including Discovery, Service Mapping, Event Management, and CMDB.
• Design and develop CSM solutions covering Case Management, Customer Service Portals, Knowledge Management, and Omnichannel capabilities.
• Ensure CMDB governance, data quality, and alignment with ServiceNow best practices.
• Develop integrations using REST, SOAP, MID Server, IntegrationHub, and third-party applications.
• Perform system troubleshooting, root cause analysis, and performance optimization.
• Support solution architecture discussions, estimations, and technical documentation.Work closely with customers, architects, project managers, and cross-functional teams throughout the project lifecycle.Mentor junior developers and contribute to capability building initiatives.
• Required SkillsServiceNow Modules:
• ITSM (Incident, Problem, Change, Request, Knowledge Management)CSM (Case Management, Customer Portal, Service Catalog, Knowledge Management)ITOM (Discovery, Service Mapping, Event Management, CMDB)
• Technical Skills:ServiceNow Platform DevelopmentJavaScript, Glide APIFlow DesignerIntegrationHubREST & SOAP IntegrationsMID Server ConfigurationCMDB Design & AdministrationService Portal / Employee CenterPerformance Analytics (good to have)
• Functional Skills: Business Requirement AnalysisSolution DesignStakeholder ManagementTechnical DocumentationAgile Delivery Methodology
• Qualifications: Bachelor’s degree in engineering, Computer Science, Information Technology, or related discipline.Minimum 5 years of hands-on ServiceNow development and implementation experience.Experience in Discovery, Service Mapping, and CMDB governance.Strong integration experience with enterprise applications.Excellent communication and customer-facing consulting skills.
• Preferred Certifications: ServiceNow Certified System Administrator (CSA)Certified Application Developer (CAD)CIS-ITSMCIS-CSMCIS-Discovery and/or CIS-Service Mapping
• Desired Candidate Profile: Strong problem-solving and analytical skills.Ability to work independently and lead technical discussions.Experience working in global delivery environments.Strong customer engagement and consulting mindset.Ability to mentor team members and drive technical excellence.