Principal Lead- Service Now ITSM Consultant

Principal Lead - ServiceNow ITSM Consultant

Must-Have Skills

ServiceNow ITSM Product Owner

Key Responsibilities

Strategic Planning

• Collaborate with key stakeholders

  to deeply understand business objectives and

  translate them into actionable ServiceNow platform initiatives

  .

• Develop and maintain a comprehensive roadmap for the ITSM module

  , ensuring strong alignment with organizational goals and adherence to industry best practices.

Module Configuration and Customization

• Lead the design and implementation of ITSM solutions

  , including detailed configuration, necessary customization, and seamless integration with other critical enterprise systems.

• Stay abreast of ServiceNow updates and new features

  to continuously leverage the latest capabilities for improved efficiency and enhanced user experience.

User Story Definition and Prioritization

• Work closely with business units to gather precise requirements

  and

  define clear user stories

  for both enhancements and new features within the ITSM module.

• Prioritize backlog items

  strategically based on business value, alignment with strategic goals, and critical user needs.

Cross-functional Collaboration

• Collaborate with diverse cross-functional teams

  , including IT, HR, and other business units, to ensure the ServiceNow platform effectively meets varied and evolving needs.

• Function as a key liaison

  between technical teams and end-users to facilitate effective communication, mutual understanding, and smooth project execution.

Change Management

• Implement effective change management strategies

  to ensure the smooth adoption of new features and processes across the organization.

• Provide comprehensive training and documentation

  for end-users to maximize platform utilization and empower self-sufficiency.

Release Planning and Execution

• Plan and manage product releases

  , coordinating meticulously with development, testing, and deployment teams to ensure seamless transitions.

• Monitor release progress

  and proactively resolve any roadblocks or issues that may arise during the implementation phase.

User Acceptance Testing (UAT)

• Define clear acceptance criteria for user stories

  and

  work closely with ServiceNow teams to ensure comprehensive testing

  of solutions.

• Coordinate and support user acceptance testing

  , actively gathering feedback and ensuring the delivered solution fully meets defined business needs.

Continuous Improvement

• Proactively identify opportunities for process improvements

  , user experience enhancements, and efficiency gains within the ITSM landscape.

• Stay up to date with ServiceNow platform capabilities

  and evolving industry best practices, driving innovation.

Stakeholder Engagement and Communication

• Communicate project statuses, updates, and progress transparently

  to stakeholders at various levels of the organization.

• Address questions, concerns, and feedback

  constructively to ensure strong alignment and complete transparency throughout projects.

Vendor Management

• Manage relationships with ServiceNow vendors

  and stay informed about platform updates, new releases, and emerging best practices.

• Evaluate and recommend third-party applications or integrations

  to further enhance the platform's capabilities and extend its value.

Qualifications

• BE / B.Tech

• ServiceNow Expertise

  : Deep understanding of

  ServiceNow architecture, data model, and development best practices

  .

• Development Skills

  : Proficiency in

  JavaScript, Glide APIs, Flow Designer, and UI development

  .

• Integration Knowledge

  : Experience with

  REST, SOAP, JSON, LDAP, OAuth

  , and various integration middleware solutions.

• Cloud & Security

  : Strong understanding of

  cloud infrastructure, IT security, and compliance frameworks

  .

• Certifications

  :

• ServiceNow Certified Technical Architect (Must have)

  .

• ServiceNow Certified System Administrator (CSA)

  .

• Certified Implementation Specialist (CIS)

  .

• Certified Application Developer (CAD)

  .

Preferred Qualifications

• Experience in working in

  Agile/Scrum environments

  .
• Familiarity with

  ITIL framework and best practices

  .
• Strong

  problem-solving, analytical, and communication skills

  .

CTC Range

• As per market standards

Notice Period

• Immediate

Contact: