
Job Summary
We are seeking a skilled ServiceNow ITSM Specialist with proven experience in implementing and managing IT Service Management (ITSM) modules. The ideal candidate will bring at least 3 years of relevant hands-on ITSM experience on the ServiceNow platform. This role involves configuring, enhancing, and supporting ITSM processes to drive efficient service delivery and alignment with ITIL best practices.
Key Responsibilities
• Implement and configure ServiceNow IT Service Management (ITSM) modules, including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Maintain and enhance existing ITSM processes to align with ITIL best practices.
• Collaborate with stakeholders to define and document requirements, translating them into workflows and automated processes.
• Manage and optimize workflows, SLAs, and business rules to improve service delivery and operational efficiency.
• Develop and maintain reports, dashboards, and KPIs to track ITSM performance and service quality.
• Troubleshoot and resolve technical issues related to ITSM modules and integrations.
• Partner with ServiceNow developers, architects, and external vendors to implement platform enhancements.
• Ensure ITSM processes comply with internal policies, IT governance, and audit requirements.
• Support training, documentation, and adoption of ITSM best practices across business units.
Required Skills & Qualifications
• 3+ years of relevant, hands-on experience working with ServiceNow ITSM modules.
• CIS–ITSM certification is preferred.
• Strong understanding of ITIL framework and ITSM lifecycle.
• Experience with Service Catalog, SLA management, and CMDB integration with ITSM.
• Ability to analyze service performance and present insights to stakeholders.
• Excellent communication, documentation, and stakeholder management skills.
Nice-to-Have Skills
• ITIL v4 Foundation certification.
• Experience with ServiceNow scripting (JavaScript, Glide).
• Familiarity with Virtual Agent, Flow Designer, and third-party ITSM integrations.
• Exposure to agile methodologies and additional ServiceNow modules (HRSD, CSM).

About Scionecx Private Limited
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