ServiceNow Senior Technical Consultant - ITSM Pro

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

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.

Certifications (Required or Preferred) :

o ServiceNow Certified System Administrator (CSA)

o ServiceNow Certified Implementation Specialist – ITSM

o ServiceNow ITSM Pro-related micro-certifications (e.g., Virtual Agent, PA, PI)

o ServiceNow Certified Application Developer (CAD)

o ITIL v4 Foundation or higher

Soft Skills :