Senior Technical Consultant (ServiceNow)

Job Summary

Senior Technical Consultant/Infra Dev Specialist will design and enhance enterprise ServiceNow solutions for IT service management and operations focusing on ServiceNow PA for ITSM ITOM and ITSM to strengthen incident change and request processes. The role enables resilient hybrid infrastructure operations drives data driven insights and ensures stable day shift delivery without travel supporting global business continuity.

Responsibilities

• Design and implement scalable ServiceNow PA for ITSM dashboards and reports that provide meaningful operational insights to stakeholders and drive continuous improvement in service quality and response times.
• Configure and optimize ServiceNow ITOM capabilities including discovery and service mapping to ensure reliable visibility into infrastructure components and services across hybrid environments.
• Develop tailored ServiceNow ITSM workflows that streamline incident problem and change processes while aligning with organizational policies and compliance expectations.
• Collaborate with platform owners and process stakeholders to translate complex business requirements into efficient ServiceNow configurations that enhance user experience and reduce manual effort.
• Monitor platform performance and health for ServiceNow PA ITOM and ITSM modules and apply targeted tuning and remediation actions to maintain stability and predictable response in day shift operations.
• Create and maintain technical documentation for ServiceNow solutions including configuration details operational procedures and support guidelines to enable effective handover and knowledge sharing within the team.
• Integrate ServiceNow PA for ITSM with relevant data sources to ensure accurate measurement of key performance indicators and to enable transparent tracking of operational and service delivery outcomes.
• Conduct impact analysis and risk assessment for ServiceNow ITOM and ITSM enhancements to safeguard production environments and protect critical services that support company and customer operations.
• Provide advanced troubleshooting and root cause analysis for ServiceNow issues across PA ITOM and ITSM modules resolving defects efficiently and preventing recurrence through sustainable solutions.
• Coordinate with security and compliance partners to embed required controls into ServiceNow workflows so that infrastructure and service management practices support organizational standards and societal trust.
• Support hybrid work collaboration by using remote friendly tools and practices that keep ServiceNow development testing and release activities aligned across onsite and offsite team members.
• Contribute to improvement initiatives that use ServiceNow data to reduce service outages optimize resource utilization and strengthen the reliability of technology services that the company provides to communities and clients.
• Engage in regular reviews of ServiceNow PA reporting and ITOM health metrics to propose enhancements that raise service resilience and help the organization make informed decisions about infrastructure investments.

Qualifications

• Apply deep hands on experience with ServiceNow PA for ITSM to design outcome oriented performance analytics solutions including dashboard narratives metric definitions and trend visualizations that guide proactive operations.
• Leverage strong proficiency in ServiceNow ITOM including discovery event management and service mapping to create accurate service models that support impact analysis and dependable incident resolution.
• Use solid knowledge of ServiceNow ITSM practices to configure robust workflows and catalog items that reflect industry best practices and deliver intuitive experiences for requesters and support teams.
• Demonstrate professional experience of six to eight years in infrastructure and ServiceNow development roles showing consistent ability to handle complex environments and multi module implementations.
• Employ practical understanding of hybrid work models and day shift operations to manage communication collaboration and release planning in ways that maintain service continuity without requiring travel.
• Utilize familiarity with integration patterns data management and basic scripting inside the ServiceNow platform to develop reliable solutions that respect governance guidelines and quality expectations.