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ServiceNow Senior Technical Consultant - ITSM Pro

ServiceNow Senior Technical Consultant - ITSM Pro

SSC HR SolutionsEG
منذ أكثر من 30 يومًا
نوع الوظيفة
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الوصف الوظيفي

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 higher

    Soft 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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    Technical Consultant • EG