ServiceNow Developer - ITSM Module (6-10 yrs)

Job Description :

We are looking for an experienced ITSM Specialist to manage IT Service Management (ITSM) processes, service catalogs, and UI policies. The ideal candidate will have over 6 years of experience, with a minimum of 5 years of hands-on experience in relevant ITSM processes, service catalog management, and UI policy configuration. The role involves overseeing the setup, configuration, and management of service catalogs and ensuring that ITSM services are aligned with organizational requirements and industry best practices.

Key Responsibilities :

- Design, implement, and manage ITSM processes with a strong focus on Service Catalog and UI Policies.

- Define and manage Service Catalog items, ensuring they align with business and IT requirements.

- Ensure effective configuration and optimization of ITSM tools and related systems.

- Collaborate with stakeholders across business units to enhance IT service delivery.

- Monitor and maintain service performance, including UI policies and catalog items.

- Support process improvement initiatives and identify areas for optimization in service catalog management.

- Provide guidance and support to junior team members and ensure best practices in ITSM.

- Assist in the setup and management of self-service portals, aligning with ITIL best practices.

- Conduct periodic reviews and audits to ensure compliance with IT policies, standards, and security requirements.

- Develop and deliver training sessions and documentation related to service catalog and UI policies.

Skills & Qualifications :

- 6+ years of experience in IT Service Management (ITSM), with a focus on Service Catalog and UI policies.

- At least 5 years of hands-on experience with relevant ITSM tools (e.g., ServiceNow, BMC Remedy).

- Strong understanding of ITIL framework, especially service catalog management, incident, and change management.

- Experience in designing and managing UI policies within ITSM tools.

- Strong communication skills with the ability to work collaboratively with cross-functional teams.

- Ability to manage multiple priorities and adapt to changing business needs.

- Experience in training and mentoring junior team members.

- Strong problem-solving skills and attention to detail.

- A relevant ITSM certification (e.g., ITIL Foundation) is a plus.

Preferred :

- Experience in integration with other IT systems (e.g., CMDB, monitoring tools).

- Familiarity with automation tools within ITSM platforms.

- Knowledge of service level agreements (SLAs) and key performance indicators (KPIs).