ServiceNow ITSM Specialist

Job description

Responsible for designing, implementing, maintaining, and improving IT service management processes using the ServiceNow platform. Ensures efficient service delivery aligned with ITIL best practices, focusing on business outcomes and user experience. Owns core ITSM processes: Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management. Defines, tracks, and reports KPIs and SLAs, leading continual service improvement. Configures and maintains ServiceNow ITSM modules, including forms, workflows, Flow Designer flows, business rules, UI policies, and notifications. Manages Service Catalog and maintains CMDB with accurate data and discovery mapping. Builds dashboards, reports, and Performance Analytics for operational and executive stakeholders. Analyzes trends to reduce incident volume and improve service quality. Collaborates with IT teams, business units, and vendors to gather requirements, provide training, and documentation. Enforces data quality, access controls, and governance, supporting audit requirements such as ISO 20000, SOX, and ISO 27001

Requirements

• proficient in operating systems
• proficient in computer network design engineering
• experience with ServiceNow
• knowledge of ITIL v4
• proficiency in configuring ServiceNow modules
• experience in incident, problem, change, request, knowledge, asset and configuration management
• ability to build dashboards and reports
• ability to conduct stakeholder workshops and training
• ability to enforce data quality and compliance standards

Skills