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Role Overview
ServiceNow ITSM Consultant at alfanar. This role supports the implementation, configuration, and enhancement of ServiceNow ESM solutions by translating business requirements into effective technical solutions, supporting platform operations, and delivering continuous improvements.
Role Purpose
Support the implementation, configuration, and enhancement of ServiceNow ESM solutions by translating business requirements into effective technical solutions, supporting platform operations, and delivering continuous improvements.
Key Responsibilities
ESM Requirements & Implementation
- Participate in workshops and discussions to gather and document business and technical requirements for ESM initiatives.
- Analyze business processes and identify opportunities for improvement using ServiceNow capabilities.
- Translate business requirements into functional and technical specifications.
- Collaborate with business and IT teams to support the design and implementation of ServiceNow solutions.
- Implement ESM processes and solutions in accordance with defined requirements and standards.
ServiceNow Configuration & Support
- Configure and maintain ServiceNow modules, including ITSM, ITOM, ITBM, and CMDB.
- Configure forms, workflows, business rules, notifications, approvals, UI policies, and other platform components.
- Design and implement workflows, automations, and integrations.
- Develop and maintain scripts, APIs, and configurations based on approved requirements.
- Provide functional and technical support for ServiceNow applications and configurations.
- Troubleshoot platform issues and assist in resolving defects and configuration-related problems.
- Support ServiceNow enhancements, releases, upgrades, and maintenance activities.
CMDB Management & Troubleshooting
- Support CMDB maintenance to ensure data accuracy, consistency, and integrity.
- Manage configuration items (CIs), relationships, and service dependency mappings.
- Support Discovery and other CMDB data population activities.
- Identify and resolve CMDB data quality, reconciliation, and relationship issues.
- Troubleshoot platform and CMDB-related issues.
Testing & Continuous Improvement
- Prepare test scenarios, test cases, and test plans for ServiceNow solutions.
- Perform functional and integration testing of workflows, configurations, automations, and integrations.
- Support User Acceptance Testing (UAT) and document and track identified issues.
- Assist with defect resolution and retesting to ensure solutions meet business requirements.
- Identify opportunities for improving ServiceNow configurations, processes, and user experience.
Reports & Dashboards
- Create and maintain ServiceNow reports and dashboards based on business requirements.
- Support the development of KPIs and operational metrics for monitoring service performance.
- Assist stakeholders with reporting requirements and data analysis.
- Maintain existing reports and dashboards and implement approved enhancements.
Stakeholder Management & Documentation
- Work with business stakeholders, IT teams, and vendors to understand requirements and support solution delivery.
- Communicate with technical and non-technical stakeholders to clarify requirements and resolve issues.
- Support cross-functional teams in addressing ServiceNow and service management challenges.
- Prepare and maintain technical documentation, configuration documents, and user guides.
- Provide support during implementation, testing, deployment, and post-production activities.
Delivery & Performance
- Perform planned activities to meet operational and development targets as per delivery schedules.
- Utilize resources effectively to achieve objectives within efficient cost and time.
- Provide periodic reports detailing the deviation and execution of planned tasks.
Problem-Solving & Quality
- Solve related problems that arise and escalate complex operational issues.
- Ensure quality requirements to develop effective quality control and processes including specifications for products, processes, or related activities.
- Identify and resolve defects to ensure solutions meet business requirements.
Process Improvement & Compliance
- Coordinate well-defined written systems, policies, procedures, and seek automation opportunities.
- Comply with related policies, procedures, and work instructions.
- Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products and services.
Professional Development
- Obtain updated soft and technical skills related to the job.
Qualifications & Experience
- Bachelor degree in Computer Science or any relevant field.
- 4 to 6 years of work experience.
Skills & Competencies
- Applications Development Standards and Procedures.
- Applications Knowledge.
- Applications System Analysis.
- Applications System Design.
- Applications Systems Architecture.
- Desktop Applications Knowledge.
- Desktop Distributed Applications Development.
- Help Desk Applications Support.
- Joint Applications Development.
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