ServiceNow Senior Technical Consultant - ITSM Pro

We are seeking an experienced ServiceNow Senior Technical Consultant with in-depth expertise in ITSM Pro and its advanced capabilities. This role is responsible for designing, configuring, and delivering cutting-edge IT Service Management solutions using ServiceNow ITSM Pro features such as Virtual Agent, Predictive Intelligence, Performance Analytics, and Continual Improvement Management (CIM). The ideal candidate will bring a mix of technical depth, business process understanding, and implementation experience to drive digital transformation for enterprise clients. Key Responsibilities: • Lead technical design and implementation of ServiceNow ITSM Pro solutions, including: o Virtual Agent o Predictive Intelligence (PI) o Performance Analytics (PA) o Continual Improvement Management (CIM) o Agent Workspace & Playbooks • Translate business needs into technical solutions aligned with ITIL processes and ServiceNow best practices. • Collaborate with business analysts, architects, and developers to ensure cohesive and scalable solution delivery. • Configure workflows, business rules, UI policies, catalog items, integrations, and dashboards. • Customize the ServiceNow platform using JavaScript, Glide API, Flow Designer, and REST/SOAP APIs. • Implement and optimize Performance Analytics KPIs and dashboards to measure service delivery performance. • Develop and deploy predictive models using machine learning features within ITSM Pro. • Guide customers on maximizing value from ITSM Pro capabilities through workshops and best practices. • Support UAT, knowledge transfer, and post-implementation support activities. • Mentor junior developers and consultants on advanced platform features. • Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field. • 5+ years of experience implementing and supporting ServiceNow solutions. • 2+ years of hands-on experience specifically with ServiceNow ITSM Pro modules. • Strong knowledge of core ITSM processes: Incident, Problem, Change, Request, Knowledge, Service Catalog. • Proven experience with: o Designing Virtual Agent conversations and integrations with knowledge base/service catalog. o Setting up and tuning Predictive Intelligence models. o Building Performance Analytics indicators, scorecards, and dashboards. o Configuring Continual Improvement Management and Agent Workspace. • Proficiency in JavaScript, Glide scripting, Flow Designer, and MID Server integrations. • Strong understanding of ITIL v3/v4 and ability to map business requirements to ITSM solutions. • Experience working in Agile/Scrum delivery environments. Certifications (Required or Preferred): • Mandatory: o ServiceNow Certified System Administrator (CSA) o ServiceNow Certified Implementation Specialist – ITSM • Highly Preferred: o ServiceNow ITSM Pro-related micro-certifications (e.g., Virtual Agent, PA, PI) o ServiceNow Certified Application Developer (CAD) o ITIL v4 Foundation or higher Soft Skills: • Strong analytical and problem-solving capabilities. • Excellent written and verbal communication skills. • Ability to lead client workshops and technical discussions. • Customer-focused with a commitment to high-quality delivery. • Ability to multitask and manage competing priorities in a fast-paced environment.