ServiceNow ITSM Specialist
An ITSM Specialist focuses on optimising core service management processes — Incident, Problem, Change, and Request — within the ServiceNow platform. They ensure alignment with ITIL best practices while adapting workflows to the organisation’s specific operational needs.
Quantity
Typical Candidate Profile
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Typically has 3–6 years of hands-on experience implementing and supporting ITSM modules in enterprise environments.
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Should understand the end-to-end service lifecycle and be confident working with process owners, service desk leads, and change advisory boards (CABs).
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Strong configuration skills are essential (e.g., business rules, flow designer, UI policies), as well as the ability to map processes to platform functionality.
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Look for candidates who can deliver process optimisation, not just system configuration — people who can question legacy approaches and suggest improvements.
Expected Deliverables
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Process design documentation for Incident, Change, Problem, etc.
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ITSM module configuration and customisation
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Reporting on SLAs, MTTR, change success rates
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Stakeholder training and service desk enablement
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Continual service improvement plans