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.