Job Title: Consultant | IT Service Management | Bengaluru | ServiceNow
Consultant | IT Service Management | Bengaluru | ServiceNow
• Job requisition ID : 114083
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP
The team
Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P
Your work profile
- Gather, analyze, and document business requirements for ITSM processes
- 4-6 Years of experience reqired.
- Should be a ITSM Developer
- Configure, customize, and enhance ITSM modules including:
- Virtual Agent
- Event Management
- Performance Analytics
- Request Management
- Knowledge Management
- CMDB & Asset Management
- Develop and maintain Service Catalog items, record producers, and approval workflows
- Build automation using Flow Designer for request fulfilment, approvals, notifications, and SLA management
- Configure UI Policies, Client Scripts, Business Rules, Script Includes, and ACLs
- Design, develop, and support REST-based integrations with third-party systems (monitoring tools, CMDB sources, ERP, IAM, etc.)
- Work on CMDB configuration, CI class modelling, relationships, and CMDB health improvements
- Provide production support, troubleshooting and resolving:
- Defects and incidents
- ACL and role-based access issues
- Integration failures
- SLA breaches and performance issues
- Assist in ServiceNow upgrades, update set migrations, testing, and deployment activities
- Create and maintain technical documentation, design documents, SOPs, and runbooks
- Ensure solutions follow ServiceNow best practices, governance, and ITIL standards
- Collaborate with stakeholders, process owners, and cross-functional teams for continuous improvement.
- ITSM: Integration, UI Builder, UI Policies
- Deep understanding of ServiceNow data model, architecture, and integration frameworks.
Key skills required
- Solid understanding of ITIL processes and enterprise service management concepts.
- Excellent communication, stakeholder management, and documentation skills.
- Experience managing cross-functional, global delivery teams.
- Education - UG and Above
