KEY RESPONSIBILITIES
Configure and customise core ITSM modules Incident, Problem, Change, Request and Knowledge Management.
Build and maintain Business Rules, Client Scripts, Script Includes, UI Policies and UI Actions.
Develop workflow automation using Flow Designer and the Service Catalog (catalog items, record producers, order guides).
Configure forms, lists, notifications, SLAs, assignment rules and reports/dashboards.
Manage update sets and migrate configurations across Dev, Test, UAT and Production.
Troubleshoot platform issues, fix defects and support UAT and post-go-live hypercare.
REQUIRED SKILLS & EXPERIENCE
Hands-on ServiceNow ITSM configuration and administration.
JavaScript, Glide API (server- and client-side scripting).
Flow Designer, Service Catalog and Knowledge Management.
Understanding of ITIL processes and ServiceNow data model, ACLs and best practices.
REST/SOAP integration basics and Import Sets / Transform Maps.