Overview

Lead the design and implementation of enterprise ServiceNow ITSM solutions while ensuring alignment with ITIL best practices, governance, scalability, and business objectives. The role requires strong consulting capabilities and experience delivering global ServiceNow programs.

Key Responsibilities

• Lead ITSM solution architecture and design
• Conduct customer workshops and requirement gathering
• Design Incident, Problem, Change, Request, Knowledge and Service Catalog solutions
• Define CMDB strategy and governance
• Solution design for integrations (SAP, Azure AD, Microsoft, monitoring tools)
• Define security model and platform governance
• Support estimations and proposal preparation
• Mentor technical consultants
• Drive UAT, Go-Live and Hypercare

Required Skills

• CSA Certification (Mandatory)
• CIS-ITSM Preferred
• ITIL Foundation
• CMDB & Discovery knowledge
• REST/SOAP APIs
• IntegrationHub
• Flow Designer
• Service Portal
• Performance Analytics
• Excellent customer communication

Qualifications

• Experience: 10–15 Years
• Location: Remote