ServiceNow SME
Key Responsibilities
Serve as the technical authority and primary point of contact for ServiceNow platform-related activities. Engage with business stakeholders to understand operational requirements and convert them into effective technical solutions. Lead the architecture, configuration, customization, development, and deployment of ServiceNow applications. Administer, implement, and enhance various ServiceNow modules, including: IT Service Management (ITSM) IT Operations Management (ITOM) IT Asset Management (ITAM) HR Service Delivery (HRSD) Customer Service Management (CSM) Governance, Risk, and Compliance (GRC) Build and customize workflows, service catalog items, business rules, UI policies, client scripts, and system integrations. Oversee platform upgrades, system patches, instance maintenance, and performance optimization. Ensure solutions follow ServiceNow development standards, platform architecture guidelines, and industry best practices. Work closely with developers, administrators, architects, and project managers to ensure successful project delivery. Provide technical leadership, coaching, and knowledge-sharing sessions to development and support teams. Investigate complex technical issues, perform root cause analysis, and implement permanent corrective actions. Support ITIL-based processes, including incident, problem, change, and release management. Prepare and maintain technical specifications, configuration documents, standard operating procedures, and knowledge base articles. Participate in technical design discussions and architecture assessments to identify opportunities for continuous improvement. Identify platform optimization opportunities and recommend solutions to improve operational efficiency. Required Skills and Qualifications Bachelor's degree in Computer Science, Information Technology, or an equivalent technical discipline. Minimum of 5 years of practical experience working with the ServiceNow platform. Strong understanding of ITIL methodologies, ITSM processes, and enterprise service management. Proven experience in ServiceNow administration, configuration, customization, and application development. Strong technical knowledge of the following ServiceNow capabilities: Service Catalog and Request Management Flow Designer and Workflow Automation IntegrationHub Reports, Dashboards, and Performance Analytics Configuration Management Database (CMDB) ServiceNow Discovery Service Portal Proficiency in JavaScript, REST APIs, SOAP APIs, and web service integrations. Experience developing and maintaining custom applications and enterprise-level integrations. Ability to troubleshoot complex technical problems and deliver effective solutions. Familiarity with Agile and Scrum-based project delivery methodologies. Strong interpersonal, communication, presentation, and stakeholder management skills.