• Lead and perform ServiceNow configuration and customization, including (but not limited to)
screen tailoring, form and list configuration, Service Catalog and portal configuration,
workflow/Flow Designer administration, and report/dashboards setup.
• Design, build, and maintain ITSM processes (Incident, Problem, Change, Request, Knowledge, Service Catalog) and ITAM processes (hardware, software, SAM, HAM, license and lifecycle management) on the ServiceNow platform.
• Manage data imports and integrations, including LDAP/Active Directory integration for user/group/role management and other third-party integrations supporting ITSM and ITAM (e.g., discovery, SCCM/Intune/JAMF, procurement/ERP, monitoring, software license tools).
• Develop and maintain custom scripting (Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, and integrations using REST APIs) while adhering to platform best practices.
• Extensive hands-on experience as a ServiceNow Admin/Developer with a strong focus on:
• Solid understanding of ITIL-based ITSM processes and how they are implemented and automated in ServiceNow.
• Strong CMDB knowledge, especially as it relates to ITSM and ITAM:
• Experience designing and configuring:
• Experience with ServiceNow components used heavily in ITSM/ITAM:
• Experience with ServiceNow Flow Designer and/or Workflow Editor for automating ITSM and ITAM processes end-to-end.
Familiarity with:
• Strong understanding of identity and access (AD/LDAP) as it relates to:
• Proficiency in scripting and integrations commonly used in ITSM/ITAM:
• Experience working in Agile / Scrum environments for iterative delivery of ITSM and ITAM capabilities.
• ServiceNow System Administrator Certification (preferred).
• ServiceNow ITSM and/or ITAM/SAM/HAM certifications (preferred).
Process Skills
• Lead the design, implementation, and continuous improvement of ITSM and ITAM processes on ServiceNow in alignment with ITIL and industry best practices.
• Work with process owners (Incident, Change, Problem, Request, CMDB, Asset, SAM/HAM) to:
• Define standards and governance for:
• Plan and manage platform changes related to ITSM/ITAM:
• Create and maintain design patterns and implementation plans for:
• Define and execute test plans and test cases for ITSM and ITAM:
• Develop and maintain ITSM/ITAM reporting and analytics:
• Provide subject matter expertise and technical support for ITSM and ITAM:
• Stay current with ServiceNow ITSM and ITAM product enhancements and best practices and proactively recommend improvements.
Behavioral & Leadership Skills
• Serve as the primary technical and process lead for ITSM and ITAM on ServiceNow, acting as an escalation point for complex issues.
• Collaborate effectively with cross-functional teams:
• Communicate clearly with both technical and non-technical stakeholders, ensuring alignment and high client satisfaction.
• Coach and mentor team members (admins, developers, process owners, and analysts) on ITSM and ITAM best practices and ServiceNow capabilities.
• Promote a culture of continuous improvement for ITSM and ITAM processes and tooling.
• Operate independently, manage multiple ITSM/ITAM initiatives, and adapt quickly in a fast-paced environment.
• Demonstrate strong ownership, accountability, and the ability to balance strategic improvements with day-to-day operational demands.
Qualification
• 5 to 7+years of relevant working experience in ServiceNow or managing an equivalent platform