ServiceNow ITSM Specialist

Job SummaryWe 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).