高级顾问，ServiceNow，ITSM
Senior Consultant, ServiceNow, ITSM
实践：应用现代化 职位名称：高级顾问，ServiceNow，ITSM 职位地点：印度远程 工作汇报对象：可观测性副总裁 该职位需要与美国时区有重叠的工作时间（下午5点至凌晨2点）。
职位简介：
高级顾问，ServiceNow 专注于 IT 服务管理（ITSM）、客户服务中心管理（CSM）和配置管理数据库（CMDB）。该职位涉及主导实施、优化流程并确保平台稳定性，同时符合 ITIL 最佳实践。顾问将与相关方紧密合作，交付高质量的 ServiceNow 解决方案，以提升运营效率和客户体验。
主要职责：
- 设计、配置和实施 ServiceNow ITSM 和 CSM 模块。
- 构建和维护 CMDB 结构、关系和集成。
- 开发工作流、业务规则和自动化脚本。
- 实施事件、问题、变更、请求和知识管理流程。
- 将 ITSM 流程与 ITIL 最佳实践对齐。
- 配置案例管理、门户和客户工作流。
- 将 CSM 与外部系统集成，实现无缝客户体验。
- 实施发现和服 务映射，准确填充配置项。
- 执行平台升级、补丁，并确保符合 ServiceNow 标准。
- 监控系统性能并主动排查问题。
- 其他指派的任务。
- 所需技能/能力/资质：
- 5 年以上 ServiceNow 实施和管理的实战经验。
- 精通 ITSM、CSM 和 CMDB 模块。
- 熟练使用脚本语言（JavaScript、Glide）和集成技术（REST、SOAP、API）。
- 熟悉 ITIL 框架和最佳实践。
- 优秀的沟通能力和客户对接技巧。
- 教育与经验：
- 计算机科学、信息技术或相关领域的学士学位（或同等经验）。
- ServiceNow 认证系统管理员（CSA）。
- ServiceNow 认证实施专家（ITSM、CSM）。
- ITIL 基础认证
- 最初发布于 Himalayas
查看英文原文
Practice: Application Modernization Position Title: Senior Consultant, ServiceNow, ITSM Position Location: Remote India Reports to: Vice President, Observability The person needs to work in US overlapping timings (5 PM to 2 AM).
Job Summary:
A Senior Consultant, ServiceNow specializes in IT Service Management (ITSM), Customer Service Management (CSM), and Configuration Management Database (CMDB). This role involves leading implementations, optimizing processes, and ensuring platform stability while aligning with ITIL best practices. The consultant will work closely with stakeholders to deliver high-quality ServiceNow solutions that enhance operational efficiency and customer experience.
Essential Functions:
- Design, configure, and implement ServiceNow ITSM and CSM modules.
- Build and maintain CMDB structure, relationships, and integrations.
- Develop workflows, business rules, and automation scripts.
- Implement Incident, Problem, Change, Request, and Knowledge Management processes.
- Align ITSM workflows with ITIL best practices.
- Configure case management, portals, and customer workflows.
- Integrate CSM with external systems for seamless customer experience.
- Implement Discovery and Service Mapping for accurate CI population.
- Perform platform upgrades, patches, and ensure compliance with ServiceNow standards.
- Monitor system performance and troubleshoot issues proactively.
- Other duties as assigned.
Required Skills/Abilities/Competencies:
- 5+ years of hands-on experience with ServiceNow implementation and administration.
- Strong expertise in ITSM, CSM, and CMDB modules.
- Proficiency in scripting (JavaScript, Glide) and integrations (REST, SOAP, APIs).
- Knowledge of ITIL framework and best practices.
- Excellent communication and client-facing skills.
Education and Experience:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist (ITSM, CSM).
- ITIL Foundation Certification
Originally posted on Himalayas