Role Overview

• 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.

Tech Stack

• ITSM
• JavaScript
• ServiceNow
• SOAP