ServiceNow ITSM Solution Consultant in New York, NY

Location - Candidates needs to travel Twice or Thrice in a Month to Client Location New York City, NY.

Note from the Client: - This is NOT a developer position, we are looking for a Senior Consultant Profile, who can guide the customer in their Implementation, OCM (Organizational Change Management), roll out, business liasoning, etc. Please look for candidates with good communication and presentation skills and we Need Strong Candidates who can drive conversations with customer on ServiceNow.

Must have Certifications –Yes- ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Implementation Specialist (CIS) in ITSM or other relevant modules.

Mandatory Areas

Must Have Skills 

• ServiceNow ITSM platform configuration, development, and implementation.
• client-facing role, providing consultation and delivering ITSM solutions.
• JavaScript, HTML, CSS, and other web technologies
• REST/SOAP web services and integrations.
• ITIL best practices and frameworks.
• Consultation and Solution Design, Configuration and Development, Implementation and Deployment
• Support and Maintenance, Training and Documentation, Collaboration and Communication

Summary

• The ServiceNow ITSM Solution Consultant will be responsible for designing, configuring, developing, and implementing the ServiceNow IT Service Management (ITSM) platform to meet business requirements.
• This role involves working closely with clients, stakeholders, and internal teams to deliver effective solutions and enhance IT service delivery.

Experience:

• Minimum 10+ of experience with ServiceNow ITSM platform configuration, development, and implementation.
• Proven experience in a client-facing role, providing consultation and delivering ITSM solutions.

Mandatory Technical Skills:

• Experience in JavaScript, HTML, CSS, and other web technologies.
• Experience with REST/SOAP web services and integrations.
• Strong understanding of ITIL best practices and frameworks.
• Certifications: ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Implementation Specialist (CIS) in ITSM or other relevant modules.
• ITIL Foundation certification preferred.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

Key Responsibilities:

1. Consultation and Solution Design:

• Work with clients and stakeholders to understand business requirements and translate them into technical specifications.
• Design and develop ServiceNow ITSM solutions, including incident, problem, change, request, and knowledge management.

2. Configuration and Development

• Configure and customize the ServiceNow platform, including UI, workflows, and reports.
• Develop custom applications and integrations with other systems using JavaScript, REST, SOAP, and other relevant technologies.

3. Implementation and Deployment:

• Lead the implementation of ServiceNow ITSM modules and ensure successful deployment.
• Conduct system testing, user acceptance testing (UAT), and troubleshoot issues during the implementation process.

4. Support and Maintenance:

• Provide ongoing support and maintenance for the ServiceNow platform.
• Monitor system performance and optimize as needed.
• Manage upgrades and patches to the ServiceNow platform.

5. Training and Documentation:

• Develop and deliver training materials and sessions for end-users and administrators.
• Create and maintain detailed technical documentation, including design specifications, test plans, and user guides.

6. Collaboration and Communication:

• Collaborate with cross-functional teams, including IT, HR, finance, and other business units.
• Communicate effectively with clients and stakeholders to ensure alignment and satisfaction with the ServiceNow solutions.

7. Continuous Improvement:

• Stay up to date with the latest ServiceNow features, best practices, and industry trends.
• Identify opportunities for process improvement and automation within the ITSM framework.

Duties

• This role combines technical expertise, strategic oversight, and strong communication to ensure seamless test planning, execution, and stakeholder alignment.
• The ideal candidate will design and manage comprehensive testing strategies, coordinate cross-functional teams, and instill confidence in the quality of the implementation.
• This is a critical opportunity for a driven professional passionate about delivering reliable, scalable, and high-quality solutions.

Key Responsibilities:

Test Development

• Develop and maintain a comprehensive test plan, outlining scope, objectives, and strategies.
• Design detailed, scalable test cases and scripts to ensure complete coverage and alignment with business objectives.
• Build robust testing frameworks tailored to ServiceNow ITSM, incorporating best practices and stakeholder feedback.

Test Management

• Oversee all testing phases ensuring timely execution and defect resolution.
• Coordinate cross-functional teams, track progress, and maintain alignment with project goals and timelines.
• Provide clear reporting and governance to ensure consistent quality and executive visibility into testing outcomes.

Test Execution

• Execute and monitor test activities, ensuring results meet technical and business requirements.
• Facilitate UAT sessions, capture user feedback, and validate system readiness for go-live.
• Present outcomes to stakeholders, addressing discrepancies and ensuring confidence in the implementation's success.

Stakeholder Communication

• Act as the central point of contact for all testing-related activities, ensuring timely updates to stakeholders.
• Deliver clear and concise reporting on test progress, defects, and readiness to both technical and non-technical audiences.
• Build trust with stakeholders by instilling confidence in the testing process and ensuring alignment with organizational goals.

Qualifications:

Required Skills and Experience:

• Strong experience in ServiceNow ITSM testing, including SIT, UAT, regression, and performance testing.
• Expertise in developing test plans, frameworks, and scripts for large-scale implementations.
• Excellent analytical and communication skills to ensure effective testing and stakeholder alignment.

Certifications:  

• ServiceNow Implementation Specialist certification (preferred).
• Additional ServiceNow certifications in ITSM or related domains (preferred).

Preferred Experience:

• Familiarity with ServiceNow Automated Test Framework (ATF) and similar tools.
• Experience in high-stakes environments, such as financial services or regulated industries.

Soft Skills:

• Strong leadership, organizational, and stakeholder management skills.
• Ability to adapt to dynamic project requirements and maintain focus on quality outcomes.

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