Senior ITSM Consultant

6 days ago

Singapore beBeeServiceNow Full time $120,000 - $160,000
ServiceNow Senior Technical Consultant

The Role:

This is a senior-level position responsible for collaborating with engagement and client teams to coordinate, plan, and deliver ServiceNow projects. You will be a credible advisor to junior consultants who deliver work products across the focus areas mentioned above within the organization and to client contacts.

Key Responsibilities Include:

  • Drive the implementation and delivery of IT service management (ITSM) technology enablement services using ServiceNow ITSM, IT operations management (ITOM), configuration management database (CMDB), and common service data model (CSDM).
  • Collaborate with cross-functional teams to gather requirements, develop functional specifications, and deliver effective ServiceNow solutions.
  • Lead ITSM, ITOM, and CSDM enabled process workshops.
  • Design, develop, and implement Service catalog workflows, ITIL processes, ITSM, ITOM, CMDB, CSM, etc., modules within the ServiceNow platform and integrate with external systems based on customer requirements.
  • Implement considering ServiceNow best practices and standards.
  • Design and develop extensions to ServiceNow data model in support of requirements towards ITSM, CMDB, CSM, and other modules.
  • Review and refine designs for usability, review testing scenarios, and refine test cases to ensure application quality. Work with users to review test results to ensure they meet expectations.
  • Provide 2nd/3rd level ServiceNow support, resolve incidents/enhancements/defects writing, debugging, and testing using a mix of JavaScript and server-side Java.
  • Produce and maintain detailed system documentation, including design specs, solution proposed, unit testing, tech notes, etc.
  • Create templates for unique agency requirements, reports, dashboards, flows, and email notifications.
  • Assist in the scoping of new opportunities and design tools and techniques to deliver efficiently.

Required Skills and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • At least 5 years of experience as a ServiceNow Platform Administrator.
  • Solid hands-on knowledge of ServiceNow platform configuration, customization, and administration.
  • Familiarity with the ITIL framework and experience in ITSM module administration.
  • Knowledge of ServiceNow modules, including ITSM, ITOM, CMDB, and CSM, is advantageous.
  • ServiceNow Certified System Administrator (CSA) certification, ServiceNow Certified Implementation Specialist (CIS) certification(s) in the mentioned modules is preferred.
  • Agile methodology, creating process designs, and technical designs, defining user stories, working with onshore/offshore development teams, leading user acceptance testing (UAT), and providing necessary end-user training to deliver the proposed solution.
  • Strong analytical mindset along with solid communication, presentation, and interpersonal skills.
  • Ability to keep up-to-date with ServiceNow releases and industry knowledge to recommend enhancements to clients.

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