ServiceNow ITSM Consultant

Manage and support day-to-day ITSM processes within the ServiceNow platform, ensuring alignment with ITIL best practices and NWC s service management objectives. Review, design, and continuously improve SLA definitions, SLA reporting, and service performance measurement frameworks within ServiceNow. Create and maintain operational reports, dashboards, scheduled reports, and KPI scorecards to provide insights into IT operations performance and service delivery effectiveness. Collaborate with business users, IT teams, and service providers to identify process improvement opportunities and drive service management initiatives. Act as a functional SME for Incident, Request, Change, Problem, and other ITSM processes, ensuring effective process adoption and continual improvement. Work closely with ServiceNow developers and administrators to translate business requirements into scalable platform solutions while adhering to ServiceNow best practices. Support CMDB governance activities by promoting Configuration Item (CI) data quality, relationship integrity, and configuration management best practices. Assist in defining and monitoring CMDB health metrics and recommend improvements to maintain an accurate and reliable CMDB. Coordinate with internal teams and external vendors to review operational performance, SLA compliance, and service improvement opportunities. Provide advisory support on ServiceNow integrations and ensure data flows align with platform governance and operational requirements. Assist with testing, troubleshooting, user support, and validation of ServiceNow enhancements prior to production deployment. Facilitate stakeholder discussions, workshops, and requirement-gathering sessions while balancing business needs with platform standards and long-term maintainability. Drive continuous improvement initiatives across ServiceNow processes, reporting, platform utilization, and operational service management practices. Preferred Skills Strong understanding of ServiceNow ITSM modules and platform architecture. Knowledge of the ServiceNow SLA engine, SLA design, and performance reporting. Strong hands-on experience with ServiceNow reporting, dashboards, and scheduled reports. Good understanding of ServiceNow data model, core tables, and platform structure. Knowledge of KPI, metrics, reporting and dashboard including custom reports and dashboard. Strong understanding of ITIL processes and service management best practices. Working knowledge of Business Rules, Client Scripts, Catalog Items, Workflows, Flow Designer, and integrations. Understanding of CMDB governance, CI lifecycle management, and configuration management principles. Strong communication, stakeholder management, and vendor engagement skills. Ability to influence decisions, drive improvements, and work effectively with senior business and technology stakeholders.