Servicenow ITSM Functional Expert

1 day ago


Hyderabad, Telangana, India Appit Software Solutions Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

Role Summary: Serve as the bridge between Clients support and operations business processes and standard ServiceNow ITSM workflows. This role will assess / analyze existing 1P systems (i.e. internal ticketing systems) and design transition paths toward SN Incident, Case, Change, and Knowledge modules with minimal customization.

Key Responsibilities:

  • Map (and document where needed) current support ops workflows and data models
  • Translate business requirements into SN-compatible process designs
  • Design resolver flows, approval chains, and support group hierarchies
  • Lead fiunctional workshops with stakeholders and support teams
  • Collaborate with Client's product managers and BSAs to ensure fit-fior-purpose designs
  • Document all learnings / decisions. Conduct defined level ofi Knowledge Transfier back to a Client's on periodic basis

Required Experience:

  • 7+ years in ITSM process consulting or fiunctional roles
  • Expertise in SN modules: Incident, Change, Case, SAM, Knowledge
  • Familiarity with large enterprise ops and legacy-to-SaaS migration strategies
  • Excellent documentation, stakeholder engagement, and migration planning skills


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