Company : LTI Mindtree Role : Contractual Role - 12 months (1 year), Locations : Multiple locations

Role Summary :

We are looking for ServiceNow Senior Technical Consultants to lead hands-on technical implementation, configuration, governance, integration design, troubleshooting, and platform advisory across ITSM, ITOM, AI driven automation, and operational runbook capabilities.

The role will act as a bridge between solution architecture and development execution, ensuring ServiceNow automation is implemented in line with platform best practices and project outcomes. The attached scope includes automation of incidents, service requests, change risk scoring, operational runbooks, and knowledge management initiatives.

Key Responsibilities :

- Lead technical implementation of ServiceNow ITSM and ITOM automation features across Incident, Change, Request, Knowledge, and Operational processes.

- Guide developers on technical design, configuration standards, scripting, integrations, and platform best practices.

- Configure and support ITOM capabilities involving CMDB, change risk scoring inputs, service dependencies, operational insights, and automation readiness.

- Support AI-enabled capabilities such as predictive intelligence, incident similarity, auto-categorization, assignment, knowledge recommendations, and risk prediction.

- Design and validate runbook automation for infrastructure operations, alert remediation, patching, log collection, and server restart use cases.

- Support integration with monitoring tools, IAM/HR platforms, enterprise applications, and workflow orchestration layers.

- Conduct technical reviews, defect triage, performance checks, unit testing, support deployment readiness, and documentation.

- Assist in BAU transition, hypercare, and support model setup for AI Ops steady-state support.

Primary Skills :

- ServiceNow ITSM implementation and consulting.

- ServiceNow ITOM implementation experience.

- Incident, Change, Request, Knowledge, CMDB, Discovery, and Service Mapping.

- Flow Designer, IntegrationHub, scripting, and platform configuration.

- ITOM AIOps, Event Management, operational automation.

- Technical consulting and design validation.

Secondary Skills :

- Predictive Intelligence, AI Search, Virtual Agent, Now Assist exposure.

- Runbook automation and infrastructure operations understanding.

- Monitoring tool integration and alert remediation.

- REST/SOAP APIs, MID Server, and enterprise integrations.

- ITIL process consulting.

- Technical documentation, deployment support, and BAU transition.

- Experience in ITSM/ITOM implementation, automation, or transformation programs.

- Strong ability to work with architects, developers, process owners, and client stakeholders.

Qualifying Questions :

- Have you led hands-on implementation or technical consulting for ServiceNow ITSM and ITOM modules?

- Have you worked on CMDB, Discovery, Service Mapping, Event Management, change automation, or operational runbook automation?

- Can you review technical design, guide developers, troubleshoot implementation issues, and support ServiceNow deployment/hypercare?

Suggested Common Screening Parameters Across All Four Roles :

- Domain : ServiceNow ITSM, ITOM, AIOps, ITIL.

- Program Context : Automation-led ServiceNow implementation across Change, Request, Incident, and Runbook automation.

- Delivery Model : Offshore delivery with stakeholder coordination.

- Key Business Outcome : Reduce manual effort, improve automation, accelerate ticket resolution, improve change governance, and enable self-service operations aligned with the attached project scope.