Servicenow consultant

Role - Service Now ITSM ITOM Consultant Location - Pune Role Type - Permanent Primary Responsibilities: Design and implement Service Now ITSM solutions including Incident, Problem, Change, Knowledge, Service Request Management, and Service Catalog. Lead implementation and optimization of Service Now ITOM modules including Discovery, Service Mapping, Event Management, and CMDB. Develop and maintain an accurate and complete Configuration Management Database (CMDB) with proper CI class structure, relationships, and reconciliation processes. Configure and manage Service Now Discovery for on-prem and cloud-based infrastructure across hybrid environments. Lead Service Now integration projects using REST/SOAP APIs, MID Servers, and Integration Hub with external systems such as monitoring tools, CMDBs, asset management systems, and ITSM platforms. Define and implement data normalization, reconciliation, and health checks for CMDB data integrity. Translate business requirements into technical designs and deliver scalable and efficient Service Now solutions. Develop and customize workflows, business rules, client scripts, and UI policies across the Service Now platform. Collaborate with infrastructure, application, and security teams to ensure Service Now aligns with operational and governance policies. Work with Service Now platform owners and architects to ensure alignment with best practices and platform roadmap. Provide technical leadership, guidance, and training to junior consultants or client stakeholders as needed. Ensure all Service Now implementations follow ITIL practices and organizational standards. Required Skills: 7+ years of experience implementing and supporting Service Now ITSM and ITOM solutions. In-depth knowledge of Service Now platform architecture, including data model, security, scripting (Java Script), and integrations. Proven experience in configuring and managing Service Now Discovery, Service Mapping, and CMDB. Experience with MID Servers, network protocols (SNMP, WMI, SSH), and discovery patterns. Strong hands-on experience in building Service Catalogs, Request Workflows, and Service Request Fulfillment. Proficient in developing REST/SOAP API integrations and working with Integration Hub, Flow Designer, and Workflows. Familiarity with integrating Service Now with monitoring and observability platforms (e.g., Prometheus, Ops Ramp, Solar Winds, etc.). Solid understanding of ITIL frameworks and best practices. Experience with data normalization, CMDB health metrics, and CMDB governance. Working knowledge of other ITSM tools such as BMC Remedy, Cherwell, Manage Engine, Jira Service Management, etc. Experience with integrating Service Now with Dev Ops tools set like Ansible, Terraform and CI/CD pipelines. Excellent troubleshooting, analytical, and communication skills. Service Now Certified System Administrator (CSA) certification required.