4Bell Technology

Job Description

Position Overview

We are seeking a ServiceNow ITSM Specialist with 3 years of hands-on experience to join our Enterprise Service Management (ESM) team. You will be responsible for the configuration, development, and day-to-day administration of our ServiceNow platform, with a primary focus on the ITSM suite (Incident, Problem, Change, Request, Knowledge Management, Service Catalog).

The ideal candidate bridges the gap between technical execution and business process improvement, ensuring our platform remains scalable, efficient, and user-friendly.

Key Responsibilities

●     Platform Development: Build and configure ServiceNow applications and features including Business Rules, UI Policies, UI Actions, Client Scripts, and ACLs.

●     ITSM Module Management: Optimize and maintain core ITSM modules (Incident, Change, Problem, Knowledge, and Service Catalog).

●     Workflow Automation: Develop and maintain complex workflows and automated processes using Flow Designer and Workflow Editor.Should have knowledge on using actions, flows, subflows, pagination using data stream actions, decision tables.

●     Service Portal: Assist in the maintenance and branding of the Service Portal and the configuration of the Virtual Agent (VA).

●     Integrations: Support and monitor standard integrations (e.g., LDAP, SSO, Mid-Server) and assist in API-based integrations (REST/SOAP).Mange Inbound Email Actions

●     Administration: Manage User Access, Groups, and Roles. Perform regular system audits and coordinate platform upgrades.

●     Documentation: Create and maintain technical documentation, including requirement specifications and "How-to" guides for end-users.

Technical Qualifications

●     Experience: Minimum of 3 years of professional experience working specifically on the ServiceNow platform.

●     Scripting: Proficient in JavaScript for ServiceNow-specific development.

●     Core Skills: Strong understanding of the ServiceNow Data Schema and Relationship (CMDB) fundamentals.

●     Tools: Experience with Flow Designer, IntegrationHub, and Update Sets management.

●     Certification (Preferred): * ServiceNow Certified System Administrator (CSA).

○     ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM).

○     ITIL v4 Foundation certification.

Soft Skills

●     Problem-Solving: Ability to troubleshoot complex technical issues and provide root-cause analysis.

●     Communication: Comfortable translating technical jargon into "business speak" for stakeholders.