Role Summary:

We are seeking a skilled and customer-focused ServiceNow ITSM Engineer to support the implementation, enhancement, administration, and operational support of the ServiceNow IT Service Management (ITSM) platform.

The candidate will be responsible for configuring and maintaining ITSM processes, supporting platform operations, resolving production issues, driving continuous improvements, and ensuring alignment with ITIL best practices.

Key Responsibilities:

- Configure, develop, and maintain ServiceNow ITSM applications and related platform capabilities.

- Support Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Service Catalog modules.

- Configure workflows, Flow Designer automations, business rules, client scripts, UI policies, notifications, and catalog items.

- Provide L2/L3 support for ServiceNow ITSM applications.

- Investigate and resolve incidents, defects, and system issues.

- Perform root cause analysis and implement corrective actions.

- Ensure ITSM processes align with ITIL best practices.

- Design and maintain Service Catalog items and Request Fulfillment workflows.