ServiceNow ITSM Consultant JOB INFORMATION Job Title Name ServiceNow ITSM Consultant HCA Grade / Level Consultant Job Purpose What makes ITG unique as a technology company is that our solutions ultimately impact the care of patients. Although our skills are needed in a number of industries, we in ITG apply them specifically to the noble cause of healthcare. We are "Healthcare Inspired." It is this guiding vision that pervades and positively influences every level of our organization.

It shapes our mission, defines our values, and brings our leaders and employees together in a shared enthusiasm for their work, setting ITG apart as a uniquely purpose-driven company in the IT industry. As a Consultant ServiceNo w Developer , you will play a key role in the development and deployment of ServiceNow solutions for our healthcare systems. You will work closely with business stakeholders, including IT, clinical, and operational teams, to design and deliver effective automation, service management, and workflow solutions that align with healthcare compliance, standards, and operational requirements.You will lead the development and implementation of ServiceNow applications, ensuring robust integrations, automation of IT processes, and seamless user experience.

This is a senior-level role, requiring advanced technical knowledge, leadership skills, and healthcare domain expertise.

Major Responsibilities And Accountabilities Implement, configure, and support ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, Service Catalog, Knowledge Management, CMDB, and Discovery.

Gather and analyze business requirements, translating them into scalable and efficient ServiceNow solutions aligned with ITIL best practices.

Design, develop, and customize ServiceNow applications, forms, workflows, Flow Designer flows, business rules, client scripts, UI policies, Script Includes, UI Actions, and Service Catalog items using native ServiceNow capabilities.

Configure and maintain Service Portal and Employee Center to deliver an enhanced end-user experience.

Develop and manage integrations with enterprise and third-party systems, including healthcare applications such as EHR and patient management systems, using REST/SOAP APIs, IntegrationHub, MID Server, and other integration technologies.

Implement and maintain CMDB, Discovery, Event Management, and CSDM best practices to improve service visibility and operational efficiency.

Design and configure approvals, notifications, SLAs, catalog workflows, and automation to streamline IT service delivery and business processes.

Lead the technical design and architecture of ServiceNow solutions, ensuring alignment with healthcare workflows, organizational standards, ITIL practices, and regulatory requirements such as HIPAA and HL7.

Collaborate with business analysts, solution architects, infrastructure teams, application owners, and business stakeholders to identify business needs, recommend technical solutions, and successfully deliver projects.

Provide technical leadership and mentorship to development teams through code reviews, best practice guidance, and knowledge sharing.

Monitor, troubleshoot,



and optimize platform performance, perform root cause analysis, and implement continuous improvements to enhance platform stability, scalability, and operational efficiency.

Participate in platform administration activities, including upgrades, releases, cloning, governance, and ongoing maintenance to ensure system reliability and availability.

Develop reports, dashboards, Performance Analytics, and KPIs to provide operational insights and support informed decision-making.

Ensure platform security by implementing role-based access controls (RBAC), ACLs, and ServiceNow security best practices.

Evaluate emerging ServiceNow capabilities and industry trends, recommending innovative solutions and continuous platform improvements.

Deliver projects within agreed timelines and budgets while maintaining high-quality standards.

Provide production support, promptly resolve customer issues, and maintain regular communication with IT and business leadership regarding project progress and operational status. R EPORTING STRUCTURE Does this position formally supervise employees? (Y / N) No JOB SPECIFICATIONS Qualification B.Tech / B.E / Graduation in any specialization Y Ears Of Experience 9+ years of Experience in ServiceNow Certified System Administrator(CSA) (Mandatory), ServiceNow Certified Application Developer (CAD) (Mandatory); ServiceNow Certified Implementation Specialist C IS-ITSM is a plus.

Additional certifications in ITIL, or other relevant frameworks are a plus Skills And Capabilities Details People Management Skills N/A Technical Skills The following are highlighted entrepreneurial competencies and core expectations for the job/role: Extensive experience implementing and configuring ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, Service Catalog, Knowledge Management, CMDB, and Asset Management.

Design, develop, and customize ServiceNow applications, workflows, Service Catalog items, Record Producers, Flow Designer flows, forms, and approval processes using native ServiceNow capabilities.

Strong knowledge of ITIL best practices and their implementation within the ServiceNow platform to improve IT service delivery and operational efficiency.

Configure and maintain CMDB, Discovery, and CSDM to establish accurate service mapping and dependency relationships across enterprise infrastructure.

Develop and maintain Service Portal and Employee Center solutions with a focus on usability, accessibility, and enhanced user experience.

Design and implement integrations with enterprise applications and third-party systems using REST APIs, SOAP APIs, IntegrationHub, MID Server, and other ServiceNow integration technologies.

Configure Event Management, Discovery,



and monitoring integrations to support proactive incident detection and service health monitoring.

Develop automation using Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, Scheduled Jobs, and Notifications.

Establish secure platform configurations using Role-Based Access Control (RBAC), ACLs, encryption, data policies, and domain separation where applicable.

Optimize platform performance through indexing, query optimization, scripting best practices, and platform governance for large-scale environments.

Develop reports, dashboards, Performance Analytics, and KPIs to monitor service performance, operational efficiency, SLA compliance, and platform health.

Strong expertise in ServiceNow scripting, including JavaScript, Glide API, Client Scripts, Server Scripts, Business Rules, Script Includes, and UI Actions.

Experience supporting platform administration activities, including upgrades, cloning, release management, update sets, and instance maintenance.

Robust troubleshooting and root cause analysis skills for resolving platform, application, and integration issues.

Experience implementing and supporting IT Operations Management (ITOM) capabilities, including Discovery, Event Management, and Service Mapping.

Experience integrating ServiceNow with cloud platforms and enterprise technologies such as AWS, Azure, Microsoft 365, Active Directory, LDAP, and monitoring tools.

Knowledge of healthcare technology environments, including integrations with Electronic Health Record (EHR) systems and compliance with healthcare standards such as HIPAA and HL7.

Familiarity with Agile delivery methodologies, DevOps practices, and source code management tools.

Strong understanding of ServiceNow platform architecture, application lifecycle management, and platform governance.

Experience designing scalable, secure, and maintainable ServiceNow solutions that align with enterprise architecture and organizational standards.

Strong analytical and problem-solving skills with the ability to diagnose complex technical issues and deliver effective solutions.

Excellent communication and stakeholder management skills with the ability to collaborate effectively with both technical and business teams.

Proven leadership, mentoring, and team-building capabilities, including code reviews, technical guidance, and knowledge sharing.

Ability to manage multiple priorities in a fast-paced healthcare environment while maintaining high standards of quality and customer service.

Strong organizational, conflict resolution, negotiation, and time management skills with a continuous improvement mindset.

Other Skills

Strong leadership and mentoring abilities.

Excellent communication skills, with the ability to interact with both technical and non-technical stakeholders.

Analytical mindset with a solution-oriented approach to problem-solving.

Ability to work in a fast-paced, dynamic healthcare environment.

Proven ability to complete work, make sound decisions, plan and accomplish goals with direction / guidance from leadership

Excellent problem–solving and analytical skills

Willingness to contribute to a positive and inclusive team culture

📌 Consultant - ServiceNow Developer (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad