Senior Consultant - Package Implementation

Role Senior ServiceNow Consultant ITSM HRSD

Role Purpose

To lead endtoend ServiceNow solution delivery across ITSM and HRSD modules acting as the primary technical owner responsible for architecture development client engagement and platform stability Core Responsibilities RoleBased 1 Responsibilities Act as the single point of accountability for ServiceNow platform delivery Own endtoend solution lifecycle requirement gathering design build deployment support Translate client requirements into scalable ServiceNow solutions Provide architecturelevel guidance for ITSM and HRSD implementations 2 Development Configuration Lead development of oService Catalog Items Record Producers Order Guides oHRSD solutions HR Services HR Case Management Inbound Email Actions Employee Document Management Define and implement coding standards and best practice Design and optimise Flow Designerbased solution Replace legacy workflows with modern Flow Designer architecture Creation of Reports Dashboards Design email automation using Notifications Inbound Email Actions Email Scripts Drive eventbased communication strategy Basic knowledge of Portal Configurations Perform complex scripting using oBusiness Rules Script Includes UI Actions oClient Scripts UI Policies Scheduled Jobs 3 Integrations Design and implement integrations using REST API Troubleshoot and optimise integration performance 4 Platform Governance Upgrades Lead ServiceNow upgrade activities Handle oSkipped record analysis oConflict resolution oPostupgrade validation Ensure platform stability compliance and performance tuning 5 HRSD ITSM Functional Expertise Own HRSD implementations oCase management oRetention policies oEmployee document management Optimise ITSM processes oIncident Request Change lifecycle improvements 6 Client Stakeholder Management Act as primary clientfacing consultant Provide advisory on best practices and platform capabilities

7 Innovation Continuous Improvements Lead adoption of oVirtual Agent MS Teams integration oEmployee selfservice improvements Identify process gaps and propose automation opportunities Skills Required Technical Strong expertise in ITSM HRSD modules ServiceNow scripting Flow Designer Integrations Virtual Agent Functional ITSM process knowledge HRSD lifecycle case management Asset Management CMDB Leadership Independent ownership Solution architecture thinking Client handling stakeholder management

Mandatory Skills : ServiceNow ITSM & HRSD