Servicenow - Itsm

Title: ServiceNow ITSM SpecialistLocation: Jersey City, NJ / Tampa, FLEmployment Type: Full‑Time

Position Overview

We are seeking an experienced ServiceNow ITSM Specialist to support, enhance, and optimize IT Service Management processes within an enterprise environment. The ideal candidate will have hands‑on experience with ServiceNow platform development, workflow design, ITIL processes, and implementation of core ITSM modules.

Key Responsibilities

1. ServiceNow Platform Development

• Configure, customize, and enhance ServiceNow applications including Incident, Problem, Change, Request, CMDB, and related modules.
• Develop and maintain ServiceNow workflows, business rules, UI policies, client scripts, and integrations.
• Implement upgrades and apply patches while ensuring platform stability.

2. ITSM Process Implementation

• Work closely with IT teams to streamline ITSM processes based on ITIL best practices.
• Translate business requirements into functional and technical specifications.
• Ensure process standardization and improve workflow efficiency.

3. Integration & Automation

• Build and support integration between ServiceNow and third‑party tools using REST/SOAP APIs, MID Server, etc.
• Develop automation for routine IT operations and service requests.
• Create dashboards, reports, and SLAs to track performance.

4. Platform Support & Troubleshooting

• Perform root-cause analysis for platform issues and resolve defects.
• Provide technical support, manage incidents related to ServiceNow, and ensure timely resolution.
• Maintain proper documentation for changes, enhancements, and solutions.

Required Skills

• 4–8 years of hands-on experience working with the ServiceNow ITSM platform.
• Strong knowledge of ITSM processes: Incident, Problem, Change, Request, CMDB.
• Experience with JavaScript, Glide API, workflows, UI actions, client/server scripts.
• Familiarity with ServiceNow integrations, web services (REST/SOAP).
• Solid understanding of ITIL v3/v4 framework.
• Experience working in enterprise IT environments.

Preferred Skills

• ServiceNow Certified System Administrator (CSA) or ITSM Implementation Specialist.
• Experience with Discovery, Service Catalog, Asset Management, CMDB modeling.
• Exposure to Agile, DevOps, or ServiceNow automated testing frameworks.
• Understanding of governance, risk, and compliance modules (GRC) is a plus.

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