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Job Title:  Senior Consultant | ServiceNow | Hyderabad | ServiceNow

Job requisition ID ::  97644
Date:  Mar 3, 2026
Location:  Hyderabad
Designation:  Senior Consultant
Entity:  Deloitte Touche Tohmatsu India LLP

We are seeking a ServiceNow Consultant with solid hands-on experience in ITSM implementations and Performance Analytics (PA) to deliver data‑driven service excellence. The ideal candidate will design, configure, and optimize ITSM processes while enabling actionable insights through dashboards, indicators, and advanced analytics.


Key Responsibilities

ITSM

  • Lead configuration and enhancement of core ITSM modules: Incident, Problem, Change, Request, Knowledge, CMDB, SLAs.
  • Build catalog items, workflows, Flow Designer flows, UI actions, Client Scripts, and Business Rules.
  • Ensure strong process alignment with ITIL v3/v4 and enterprise governance standards.
  • Implement and maintain CMDB structures, relationships, and data quality rules.
  • Perform gap analysis, solution design, documentation, testing, and deployment.

Performance Analytics (PA)

  • Design and configure PA Indicators, breakdowns, formulas, thresholds, scorecards, and visualizations.
  • Develop dashboards for ITSM process owners, senior leadership, and operational teams.
  • Automate data collection jobs and ensure high‑quality, timely metric updates.
  • Build actionable trend analysis, forecasting, and KPI-driven insights for continuous improvement.
  • Enable analytics governance—naming conventions, data definitions, performance baselines, and metric dictionaries.

Consulting & Stakeholder Management

  • Conduct workshops to gather requirements and translate them into technical designs.
  • Advise on KPI frameworks such as MTTR, FCR, backlog trends, SLA performance, and customer satisfaction metrics.
  • Present dashboards, findings, and improvement recommendations to stakeholders.
  • Collaborate with cross-functional teams including Operations, Service Owners, Reporting, and Leadership.

Technical Platform Responsibilities

  • Develop using JavaScript (Glide), Script Includes, ACLs, and UI Policies.
  • Configure IntegrationHub, MID Server integrations, and REST/SOAP APIs as needed.
  • Support instance upgrades, health checks, test , and best practice alignment.
  • Maintain documentation: design specs, test scripts, data dictionary, and admin guides.


Must-Have Qualifications

·       4+ years of hands-on ServiceNow experience.

·       Strong expertise in:

  • ServiceNow ITSM (Incident, Problem, Change, Knowledge, Request)
  • Performance Analytics (indicators, dashboards, breakdowns, widgets)
  • JavaScript, Glide API, Client/Server scripting
  • Flow Designer and workflow automation

·       Solid understanding of ITIL v3/v4 frameworks and service operations.

Experience in stakeholder engagement, requirements gathering, and solution presentations.

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