Senior ServiceNow Technical Consultant

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Title: Senior ServiceNow Technical Consultant

Location : Austin TX (Hybrid 3 days to office)

Position Overview

We are seeking a Senior ServiceNow Technical Consultant to lead a complex ITSM modernization engagement for a credit union client. This role requires deep ServiceNow expertise, strong client-facing skills, and the ability to design and implement scalable ITSMsolutions while aligning with OOTB best practices and business requirements.

Key Responsibilities

Solution Design & Architecture

• Design Service Mapping architecture for 20+ Tier 1 applications, including SLA dashboards and service status reporting
• Define Change Management reversion strategy to restore OOTB functionality while preserving critical customizations
• Lead Employee Center migration strategy, including catalog restructuring and persona-based experiences
• Design Workspace configurations for various operational teams
• Develop Platform Analytics dashboard and reporting architecture

Implementation & Configuration

• Configure Service Mapping, CMDB relationships, and CI discovery
• Restore and optimize OOTB Change Management models and workflows
• Implement Employee Center with Virtual Agent readiness
• Configure Workspaces and modern dashboard experiences
• Implement Problem Management and Major Incident Management processes
• Build Platform Analytics dashboards and operational reports

Client Advisory & Enablement

• Lead stakeholder discovery and solution workshops
• Recommend ITSM process improvements and platform best practices
• Guide CMDB health and data quality initiatives
• Advise on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom
• Deliver training and knowledge transfer sessions

Documentation & Knowledge Transfer

• Create solution design and configuration documentation
• Document as-built configurations and operational runbooks
• Conduct administrator and support team enablement sessions

Required Qualifications

ServiceNow Expertise

• 5+ years of hands-on ServiceNow implementation experience
• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Implementation Specialist (CIS) in ITSM – Required
• Strong expertise in Incident, Problem, Change, CMDB, and Service Catalog
• Experience with Service Mapping, Employee Center, Workspaces, and Platform Analytics

Technical Skills

• Strong understanding of ServiceNow OOTB workflows and data models
• Experience with REST/SOAP integrations, MID Server, Flow Designer, and Glide scripting
• Proficiency in JavaScript and CMDB CI relationship modeling
• Experience with SLA configuration and reporting

Consulting Skills

• Strong client-facing communication and workshop facilitation skills
• Ability to balance OOTB capabilities with custom business needs
• Experience leading complex multi-workstream ITSM initiatives
• Ability to work independently and drive delivery

Preferred Qualifications

• CIS in Discovery or Service Mapping
• Experience with Virtual Agent, Now Assist, or AI/ML capabilities
• Familiarity with ITOM, AIOps, and predictive intelligence
• Experience in financial services or credit union environments
• Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom)