ServiceNow ITSM Consultant

About the role

The ServiceNow ITSM Consultant will support the implementation, configuration, and continuous improvement of ServiceNow ESM solutions for Alfanar Group. This role translates business requirements into technical designs, ensures platform stability, and drives automation across IT service management processes.

Key responsibilities

• Gather and document business and technical requirements for ESM initiatives through workshops and stakeholder interviews.
• Configure and maintain ServiceNow modules such as ITSM, ITOM, ITBM, and CMDB, including forms, workflows, business rules, and UI policies.
• Design, develop, and support integrations, scripts, APIs, and automations aligned with approved specifications.
• Provide functional and technical support, troubleshoot platform issues, and resolve configuration defects.
• Maintain CMDB data accuracy, manage configuration items, and support Discovery and data population activities.
• Prepare test scenarios, execute functional and integration testing, and support User Acceptance Testing.
• Create and maintain reports, dashboards, and KPI metrics for service performance monitoring.
• Document technical configurations, user guides, and support cross‑functional teams during implementation and post‑production phases.

Required profile

• Bachelor’s degree in Computer Science or a related field.
• 4 to 6 years of experience in ServiceNow configuration, implementation, or support.
• Strong understanding of IT service management processes and CMDB concepts.
• Ability to communicate effectively with both technical and non‑technical stakeholders.

Required skills

• ServiceNow
• ITSM
• ITOM
• ITBM
• CMDB
• Workflows
• APIs
• Automations
• Integrations