ServiceNow Senior Technical Consultant - ITSM Pro

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دوام كامل

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We are seeking an experienced ServiceNow Senior Technical Consultant with in-depth expertise in ITSM Pro and its advanced capabilities. This role is responsible for designing, configuring, and delivering cutting-edge IT Service Management solutions using ServiceNow ITSM Pro features such as Virtual Agent, Predictive Intelligence, Performance Analytics, and Continual Improvement Management (CIM). The ideal candidate will bring a mix of technical depth, business process understanding, and implementation experience to drive digital transformation for enterprise clients.Key Responsibilities:

Lead technical design and implementation of ServiceNow ITSM Pro solutions, including: o Virtual Agent o Predictive Intelligence (PI) o Performance Analytics (PA) o Continual Improvement Management (CIM) o Agent Workspace & Playbooks

Translate business needs into technical solutions aligned with ITIL processes and ServiceNow best practices.

Collaborate with business analysts, architects, and developers to ensure cohesive and scalable solution delivery.

Configure workflows, business rules, UI policies, catalog items, integrations, and dashboards.

Customize the ServiceNow platform using JavaScript, Glide API, Flow Designer, and REST/SOAP APIs.

Implement and optimize Performance Analytics KPIs and dashboards to measure service delivery performance.

Develop and deploy predictive models using machine learning features within ITSM Pro.

Guide customers on maximizing value from ITSM Pro capabilities through workshops and best practices.

Support UAT, knowledge transfer, and post-implementation support activities.

Mentor junior developers and consultants on advanced platform features.

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field.

5+ years of experience implementing and supporting ServiceNow solutions.

2+ years of hands-on experience specifically with ServiceNow ITSM Pro modules.

Strong knowledge of core ITSM processes: Incident, Problem, Change, Request, Knowledge, Service Catalog.

Proven experience with:

o Designing Virtual Agent conversations and integrations with knowledge base/service catalog.o Setting up and tuning Predictive Intelligence models.o Building Performance Analytics indicators, scorecards, and dashboards.o Configuring Continual Improvement Management and Agent Workspace.

Proficiency in JavaScript, Glide scripting, Flow Designer, and MID Server integrations.

Strong understanding of ITIL v3/v4 and ability to map business requirements to ITSM solutions.

Experience working in Agile/Scrum delivery environments.

Certifications (Required or Preferred):

Mandatory:

o ServiceNow Certified System Administrator (CSA)o ServiceNow Certified Implementation Specialist – ITSM

Highly Preferred:

o ServiceNow ITSM Pro-related micro-certifications (e.g., Virtual Agent, PA, PI)o ServiceNow Certified Application Developer (CAD)o ITIL v4 Foundation or higherSoft Skills:

Strong analytical and problem-solving capabilities.

Excellent written and verbal communication skills.

Ability to lead client workshops and technical discussions.

Customer-focused with a commitment to high-quality delivery.

Ability to multitask and manage competing priorities in a fast-paced environment.

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