About the position
The ServiceNow ITSM Practitioner Implementer will play a critical role in configuring, customising, and implementing ServiceNow ITSM and CMDB solutions to support to the company’s internal IT service management processes and operational workflows. This role is focused specifically on the ITSM and CMDB modules within ServiceNow.
Responsibilities:
ITSM implementation and configuration:
- Implement, configure, and maintain ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, and Request Fulfilment.
- Configure and maintain the CMDB, ensuring accurate representation of infrastructure assets, services, and their relations.
- Develop and maintain Service Catalog items, Record Producers, and Request Fulfilment workflows for internal IT service delivery.
- Configure workflows, forms, business rules, UI policies, and client scripts specific to ITSM and CMDB requirements.
- Ensure proper configuration of user roles, groups, and access controls (ACLs) within the ITSM/CMDB domain.
- Implement and maintain SLA definitions, escalation rules, and notification workflows for incident and change processes.
- Support Knowledge Management configuration to enable self-service resolution and reduce incident volume.
CMDB and asset management:
- Design and maintain the CMDB data model, including CI classes, relationships, and dependency mapping.
- Implement and maintain Discovery and Service Mapping integrations to keep the CMDB current and accurate.
- Establish and enforce CMDB data quality processes including reconciliation, deduplication, and life-cycle management.
- Support impact analysis and change risk assessment by ensuring CMDB relationship data is reliable and up to date.
- Enable CMDB-driven automation for incident routing, change approval workflows, and service impact visibility.
System integration and process automation:
- Leverage Flow Designer and Integration Hub to automate ITSM workflows and streamline internal IT processes.
- Integrate ITSM/CMDB with third-party platforms and internal systems using REST and SOAP APIs where required.
- Troubleshoot and resolve issues with existing ITSM/CMDB implementations, ensuring platform stability and performance.
- Continuously improve existing implementations by identifying inefficiencies and implementing enhancements.
- Collaborate with the DevOps team on API-level integrations where ITSM/CMDB data needs to flow to other platforms.
Testing and deployment:
- Conduct unit testing, user acceptance testing (UAT), and system validation for ITSM/CMDB configurations.
- Support deployments across development, staging, and production environments using ServiceNow update sets and applications.
- Troubleshoot, resolve, and document platform issues and enhancements.
- Manage and coordinate ServiceNow instance upgrades and patching as they relate to ITSM/CMDB.
- Work closely with internal IT stakeholders, the enterprise tech lead, and business analysts to gather and refine ITSM/CMDB requirements.
- Create and maintain technical documentation including solution designs and configuration specifications and provide end-user training on ITSM processes and ServiceNow self-service capabilities.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ServiceNow Certified Implementation Specialist (CIS) in ITSM – required.
- ServiceNow Certified System Administrator (CSA) – required.
- ITIL Foundation certification – strongly preferred.
Required skills:
- Strong hands-on expertise in ServiceNow ITSM configuration and implementation.
- Solid understanding of ITIL processes and how they translate into ServiceNow workflows.
Preferred skills:
- Experience with API-level integrations.
- Knowledge of automation tools and techniques.
Desired Skills:
- ServiceNow ITSM configuration
- understanding of ITIL processes
- API-level integrations
- Certified Implementation Specialist (CIS)
- ServiceNow Certified System Administrator (CSA)
