Job Description:

Senior/Lead ServiceNow Consultant (CSM + ITSM Support)
Role: Senior ServiceNow Consultant
Experience: 6+ Years (ServiceNow relevant experience mandatory)
Location: Noida (NCR)
Work Mode: Hybrid / Onsite (Client Location)

Role Overview
We are looking for a Senior/Lead ServiceNow Consultant with strong hands-on experience in ServiceNow CSM and ITSM support with Domain Separation knowledge. The candidate will be responsible for production support, issue resolution, minor enhancements, and platform stability in an SLA-driven environment. The role requires strong troubleshooting skills, stakeholder coordination, and experience working in a support and maintenance project.

Key Responsibilities
•    Provide L2/L3 production support for ServiceNow ITSM and CSM modules
•    Handle incidents, service requests, and defects within defined SLAs
•    Perform root cause analysis (RCA) for recurring production issues
•    Support customer case management processes in ServiceNow CSM
•    Implement minor enhancements, configurations, and workflow updates
•    Troubleshoot issues related to notifications, SLAs, and assignment rules
•    Support service catalog items and service portal related issues
•    Manage user access, roles, and permissions (ACLs)
•    Monitor scheduled jobs, integrations, and data loads
•    Coordinate with business stakeholders and conduct status updates
•    Maintain knowledge articles and support documentation
•    Participate in release deployments, patching, and upgrade support

Mandatory Skills
•    6+ years of hands-on ServiceNow experience
•    Strong support experience in ServiceNow ITSM (Incident, Problem, Change, Request)
•    Hands-on experience in ServiceNow CSM (Case Management)
•    Experience in L2/L3 production support environment
•    Experience with SLAs, notifications, and workflows
•    Knowledge of Business Rules, Client Scripts, UI Policies, and Data Policies
•    User/role management and ACL handling
•    Knowledge of Service Portal, Catalog support and Reporting
•    Scripting knowledge (JavaScript in ServiceNow)
•    Integration monitoring (REST/SOAP, MID Server)
•    Understanding of ITIL processes
•    ServiceNow Certified System Administrator (CSA)
•    ITIL Foundation Certification
•    Experience with Flow Designer
•    Experience supporting patches and upgrades

Soft Skills
•    Strong communication and client-facing skills
•    Ability to work in SLA-driven support model
•    Good analytical and troubleshooting skills
•    Ability to coordinate with offshore/onshore teams
•    Proactive and ownership-driven attitude

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For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: Sweta Yadav

Recruiter Email ID: Sweta.Yadav@bs.nttdata.com

NTT DATA Business Solutions is a fast-growing international IT company and one of the world’s leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.