Senior IT ServiceNow Manager

Job DescriptionWe are seeking experienced ServiceNow professionals to join our IT Service Management team. Our ideal candidates will have a strong background in ITIL, process improvement, and ServiceNow Administration.Key Responsibilities:Administer and maintain the ServiceNow platform, with a focus on IT Service Management (ITSM) modules such as Incident, Problem, Change, Request, and Knowledge Management.Configure and optimize ServiceNow workflows, business rules, UI policies, and notifications to meet business requirements.Design, develop, and maintain reports and dashboards within ServiceNow to support operational, management, and compliance needs.Monitor platform performance and ensure high availability, reliability, and data integrity.Collaborate with stakeholders to gather requirements, troubleshoot issues, and implement enhancements.Perform regular platform upgrades and patching, ensuring compatibility and security.Manage user roles, groups, and permissions to maintain proper access controls.Document configurations, processes, and procedures for ongoing support and knowledge sharing.Support integration of ServiceNow with other enterprise systems as needed.Provide end-user training and support on ITSM modules, reporting, and dashboard features.Required Skills & Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field.5–8 years of experience as a ServiceNow Administrator, with proven expertise in ITSM modules.Strong experience in creating and managing ServiceNow reports and dashboards.Proficiency in ServiceNow configuration, including workflows, business rules, UI policies, and notifications.Solid understanding of ITIL processes and ITSM best practices.Experience with user and access management in ServiceNow.Strong analytical, problem-solving, and communication skills.Experience documenting technical processes and procedures.Preferred Qualifications:ServiceNow System Administrator certification.Experience with ServiceNow Performance Analytics.Familiarity with ServiceNow integrations (REST/SOAP APIs).Knowledge of scripting languages (JavaScript, GlideScript) within ServiceNow.Experience working in large, complex enterprise environments.ITIL Foundation certification or higher.Experience with additional ServiceNow modules (ITOM, HRSD, etc.).CMDB EngineerWe are seeking an experienced ServiceNow CMDB Engineer to join our IT Service Management team. The ideal candidate will have 5–8 years of hands-on experience in ServiceNow CMDB implementation, configuration, and maintenance.Key Responsibilities:Design, implement, and maintain the ServiceNow Configuration Management Database (CMDB) to ensure accurate representation of infrastructure and application assets.Configure and customize ServiceNow CMDB modules, including Discovery, Service Mapping, and integrations with external data sources.Develop and maintain CMDB data models, relationships, business rules, workflows, and automation scripts.Collaborate with IT, application, and business stakeholders to gather requirements and translate them into CMDB solutions aligned with ITIL best practices.Monitor, analyze, and improve CMDB data quality, completeness, and consistency through regular audits and reconciliation processes.Troubleshoot and resolve CMDB-related issues, providing advanced support and guidance to other ServiceNow users.Document CMDB processes, configurations, procedures, and standards.Train and mentor junior team members and end-users on CMDB functionality and best practices.Participate in ServiceNow upgrades, enhancements, and testing related to CMDB and associated modules.Required Skills & Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field.5–8 years of hands-on experience with ServiceNow, with a strong focus on CMDB and ITSM modules.Solid understanding of ServiceNow CMDB architecture, Discovery, Service Mapping, and integration techniques.Proficiency in JavaScript, Glide API, and ServiceNow scripting.Experience with data import/export, transformation, and reconciliation processes.Strong knowledge of ITIL processes, especially Configuration Management.Excellent analytical, troubleshooting, and communication skills.Preferred Qualifications:ServiceNow certifications (e.g., Certified Implementation Specialist – CMDB, ITSM).Experience with cloud infrastructure integrations (AWS, Azure, etc.).Familiarity with other ServiceNow modules (ITOM, ITAM, SecOps).Knowledge of data governance and data quality best practices.Experience working in Agile/Scrum environments.