ServiceNow Functional Consultant optimizing service management processes at BDO. Collaborating with stakeholders and leading process discovery for ITSM and CSM.
About the role
- ServiceNow Implementation Consultant leading complex ITSM modernization engagement for a credit union client. Requires deep ServiceNow expertise and strong client-facing skills.
Responsibilities
- Configure Service Mapping, CMDB relationships, and CI discovery
- Restore and optimize OOTB Change Management models and workflows
- Implement Employee Center with Virtual Agent readiness
- Configure Workspaces and modern dashboard experiences
- Implement Problem Management and Major Incident Management processes
- Build Platform Analytics dashboards and operational reports
- Lead stakeholder discovery and solution workshops
- Recommend ITSM process improvements and platform best practices
- Guide CMDB health and data quality initiatives
- Advise on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom
- Deliver training and knowledge transfer sessions
- Create solution design and configuration documentation
- Document as-built configurations and operational runbooks
- Conduct administrator and support team enablement sessions
Requirements
- ServiceNow Expertise 5+ years of hands-on ServiceNow implementation experience
- ServiceNow Certified System Administrator (CSA) – Required
- ServiceNow Certified Implementation Specialist (CIS) in ITSM – Required
- Strong expertise in Incident, Problem, Change, CMDB, and Service Catalog
- Experience with Service Mapping, Employee Center, Workspaces, and Platform Analytics
- Strong understanding of ServiceNow OOTB workflows and data models
- Experience with REST/SOAP integrations, MID Server, Flow Designer, and Glide scripting
- Proficiency in JavaScript and CMDB CI relationship modeling
- Experience with SLA configuration and reporting
- Strong client-facing communication and workshop facilitation skills
- Ability to balance OOTB capabilities with custom business needs
- Experience leading complex multi-workstream ITSM initiatives
- Ability to work independently and drive delivery
- CIS in Discovery or Service Mapping preferred
- Experience with Virtual Agent, Now Assist, or AI/ML capabilities preferred
- Familiarity with ITOM, AIOps, and predictive intelligence preferred
- Experience in financial services or credit union environments preferred
- Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom) preferred.
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