ServiceNow ITSM Consultant

Job Title: ITSM Consultant – Contract
Location: Remote – Germany
Contract Length: 3+ Months
Start Date: ASAP

Our client, a global tech company, are hiring an experienced ITSM Consultant for a freelance position focused on enhancing and optimizing IT Service Management processes within a ServiceNow environment. The successful canddiate will be responsible for designing, implementing, and improving a series of critical features and workflows to support business operations and drive efficiency.

Responsibilities

• Implement and enhance Store Case Synchronization functionality.

• Improve Incident Synchronization across relevant systems.

• Optimize workflows and improve synchronization enhancements.

• Deliver synchronization enhancements related to incident data and workflows.

• Design and implement Reusable Questions, Availability User Criteria, Catalog Taxonomy, Catalog Builder Template, Catalog Builder Wizard Enhancements (Service Offering), Custom Fulfillment Steps (for Service Offering Approval & Financial Approval) and Notification Mechanisms.

• Manage Schedule Data including working hours and holiday calendars.

• Define and implement SLA Definitions.

• Develop and configure SLA Notifications (Breach and Warning alerts).

• Define and utilize key Metrics (e.g. time spent per status on a per-ticket basis).

• Create and manage Indicator Definitions for performance tracking and service reporting.

Skillset

• Proven experience working with ServiceNow ITSM.

• Strong understanding of Incident, Problem and Major Incident Management.

• Expertise in Service Catalog design and configuration.

• Experience with SLA policies, workflows and notifications.

• Background in reporting, metrics and performance indicators.

• ServiceNow certifications (e.g. Certified System Administrator, ITSM Implementer) are a bonus.

• Previous experience in a contract/consulting capacity is a plus.

• Familiarity with agile project delivery methods.

• Strong analytical and communication skills.

• Ability to work autonomously and drive delivery in a fast-paced environment.

To Apply, please send your CV and a brief cover note to [email protected].

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