ServiceNow ITSM Practitioner Implementer

SUMMARY:
Position Overview
The ServiceNow ITSM Practitioner Implementer will play a critical role in configuring, customising, and implementing ServiceNow ITSM and CMDB solutions to support their internal IT service management processes and operational workflows. This role is focused specifically on the ITSM and CMDB modules within ServiceNow, ensuring that internal IT services are well-managed, incidents and changes are tracked effectively, and the CMDB accurately reflects the organisation's infrastructure and service landscape.
 
The ideal candidate will possess strong hands-on expertise in ServiceNow ITSM configuration and implementation, with a solid understanding of ITIL processes and how they translate into ServiceNow workflows. This role also carries responsibility for continuously improving existing ITSM solutions, identifying inefficiencies, and implementing enhancements that improve the internal IT service experience.
 
Key Responsibilities
ITSM Implementation and Configuration

• Implement, configure, and maintain ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, and Request Fulfillment
• Configure and maintain the CMDB, ensuring accurate representation of infrastructure assets, services, and their relationships
• Develop and maintain Service Catalog items, Record Producers, and Request Fulfillment workflows for internal IT service delivery
• Configure workflows, forms, business rules, UI policies, and client scripts specific to ITSM and CMDB requirements
• Ensure proper configuration of user roles, groups, and access controls (ACLs) within the ITSM/CMDB domain
• Implement and maintain SLA definitions, escalation rules, and notification workflows for incident and change processes
• Support Knowledge Management configuration to enable self-service resolution and reduce incident volumes

• Design and maintain the CMDB data model, including CI classes, relationships, and dependency mapping Implement and maintain Discovery and Service Mapping integrations to keep the CMDB current and accurate
• Establish and enforce CMDB data quality processes including reconciliation, deduplication, and lifecycle management
• Support impact analysis and change risk assessment by ensuring CMDB relationship data is reliable and up to date
• Configure CMDB-driven automation for incident routing, change approval workflows, and service impact visibility

• Leverage Flow Designer and Integration Hub to automate ITSM workflows and streamline internal IT operations
• Integrate ITSM/CMDB with third-party platforms and internal systems using REST and SOAP APIs where required
• Troubleshoot and resolve issues with existing ITSM/CMDB implementations, ensuring platform stability and performance
• Continuously improve existing implementations by identifying inefficiencies and implementing enhancements
• Collaborate with the rest of the DevOps team on API-level integrations where ITSM/CMDB data needs to flow to other platforms - this role develops within ServiceNow, while the integration engineer connects externally

• Conduct unit testing, user acceptance testing (UAT), and system validation for ITSM/CMDB configurations
• Support deployments across development, staging, and production environments using ServiceNow update sets and application scoping
• Troubleshoot, resolve, and document platform issues and enhancements
• Manage and coordinate ServiceNow instance upgrades and patching as they relate to ITSM/CMDB modules

• Work closely with internal IT stakeholders, the enterprise tech lead, and business analysts to gather and refine ITSM/CMDB requirements
• Create and maintain technical documentation including solution designs, configuration specifications, and user guides
• Provide end-user training on ITSM processes and ServiceNow self-service capabilities
• Collaborate with the CSM/SOM developer (Ronewa Lidevhele) to ensure consistent platform standards, coding conventions, and deployment practices across the shared ServiceNow instance
• Participate in sprint ceremonies, code reviews, and architectural discussions within the enterprise team

• Bachelor's degree in Computer Science, Information Technology, or related field
• ServiceNow Certified Implementation Specialist (CIS) in ITSM is required
• ServiceNow Certified System Administrator (CSA) is required
• ITIL Foundation certification is strongly preferred

• Strong expertise in ServiceNow ITSM module configuration and development, including Incident, Problem, Change, and Request Fulfillment
• Demonstrated experience configuring and maintaining the CMDB, including CI class design, relationship mapping, and data quality management
• Proficiency in JavaScript, GlideScript, and Flow Designer within the ServiceNow platform
• Experience with Service Catalog design, Record Producers, and Request Fulfillment workflow configuration
• Knowledge of REST/SOAP APIs for integrating ServiceNow with external systems
• Familiarity with ACLs, user roles, group management, and domain separation
• Experience with ServiceNow Discovery, Service Mapping, or similar CMDB population tools
• Understanding of SLA management, escalation workflows, and notification configuration within ITSM
• Experience with update set management, application scoping, and instance upgrade processes

• 3+ years of hands-on experience in ServiceNow ITSM implementation and configuration
• Demonstrated experience with CMDB design, population, and maintenance in a production environment
• Prior experience supporting ServiceNow deployments, troubleshooting, and post-implementation support
• Experience working within ITIL-aligned IT service management processes
• Experience in a telecommunications, ISP, or infrastructure-heavy environment is preferred but not required

• Strong analytical and problem-solving abilities, particularly for diagnosing ITSM workflow issues and CMDB data quality problems
• Excellent communication and collaboration skills - this role works closely with internal IT teams, the enterprise tech lead, and a fellow ServiceNow developer
• Ability to work relatively autonomously and take ownership of the ITSM/CMDB domain end to end
• Willingness to learn and adapt – the company’s ServiceNow environment is evolving, and the role will grow as the platform matures
• Attention to detail, particularly around CMDB data integrity and change management processes

POSITION INFO:
Position Overview
The ServiceNow ITSM Practitioner Implementer will play a critical role in configuring, customising, and implementing ServiceNow ITSM and CMDB solutions to support their internal IT service management processes and operational workflows. This role is focused specifically on the ITSM and CMDB modules within ServiceNow, ensuring that internal IT services are well-managed, incidents and changes are tracked effectively, and the CMDB accurately reflects the organisation's infrastructure and service landscape.

The ideal candidate will possess strong hands-on expertise in ServiceNow ITSM configuration and implementation, with a solid understanding of ITIL processes and how they translate into ServiceNow workflows. This role also carries responsibility for continuously improving existing ITSM solutions, identifying inefficiencies, and implementing enhancements that improve the internal IT service experience.

Key Responsibilities
ITSM Implementation and Configuration

• Implement, configure, and maintain ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, and Request Fulfillment
• Configure and maintain the CMDB, ensuring accurate representation of infrastructure assets, services, and their relationships
• Develop and maintain Service Catalog items, Record Producers, and Request Fulfillment workflows for internal IT service delivery
• Configure workflows, forms, business rules, UI policies, and client scripts specific to ITSM and CMDB requirements
• Ensure proper configuration of user roles, groups, and access controls (ACLs) within the ITSM/CMDB domain
• Implement and maintain SLA definitions, escalation rules, and notification workflows for incident and change processes
• Support Knowledge Management configuration to enable self-service resolution and reduce incident volumes

• Design and maintain the CMDB data model, including CI classes, relationships, and dependency mapping Implement and maintain Discovery and Service Mapping integrations to keep the CMDB current and accurate
• Establish and enforce CMDB data quality processes including reconciliation, deduplication, and lifecycle management
• Support impact analysis and change risk assessment by ensuring CMDB relationship data is reliable and up to date
• Configure CMDB-driven automation for incident routing, change approval workflows, and service impact visibility

• Leverage Flow Designer and Integration Hub to automate ITSM workflows and streamline internal IT operations
• Integrate ITSM/CMDB with third-party platforms and internal systems using REST and SOAP APIs where required
• Troubleshoot and resolve issues with existing ITSM/CMDB implementations, ensuring platform stability and performance
• Continuously improve existing implementations by identifying inefficiencies and implementing enhancements
• Collaborate with the rest of the DevOps team on API-level integrations where ITSM/CMDB data needs to flow to other platforms - this role develops within ServiceNow, while the integration engineer connects externally

• Conduct unit testing, user acceptance testing (UAT), and system validation for ITSM/CMDB configurations
• Support deployments across development, staging, and production environments using ServiceNow update sets and application scoping
• Troubleshoot, resolve, and document platform issues and enhancements
• Manage and coordinate ServiceNow instance upgrades and patching as they relate to ITSM/CMDB modules

• Work closely with internal IT stakeholders, the enterprise tech lead, and business analysts to gather and refine ITSM/CMDB requirements
• Create and maintain technical documentation including solution designs, configuration specifications, and user guides
• Provide end-user training on ITSM processes and ServiceNow self-service capabilities
• Collaborate with the CSM/SOM developer (Ronewa Lidevhele) to ensure consistent platform standards, coding conventions, and deployment practices across the shared ServiceNow instance
• Participate in sprint ceremonies, code reviews, and architectural discussions within the enterprise team

• Bachelor's degree in Computer Science, Information Technology, or related field
• ServiceNow Certified Implementation Specialist (CIS) in ITSM is required
• ServiceNow Certified System Administrator (CSA) is required
• ITIL Foundation certification is strongly preferred

• Strong expertise in ServiceNow ITSM module configuration and development, including Incident, Problem, Change, and Request Fulfillment
• Demonstrated experience configuring and maintaining the CMDB, including CI class design, relationship mapping, and data quality management
• Proficiency in JavaScript, GlideScript, and Flow Designer within the ServiceNow platform
• Experience with Service Catalog design, Record Producers, and Request Fulfillment workflow configuration
• Knowledge of REST/SOAP APIs for integrating ServiceNow with external systems
• Familiarity with ACLs, user roles, group management, and domain separation
• Experience with ServiceNow Discovery, Service Mapping, or similar CMDB population tools
• Understanding of SLA management, escalation workflows, and notification configuration within ITSM
• Experience with update set management, application scoping, and instance upgrade processes

• 3+ years of hands-on experience in ServiceNow ITSM implementation and configuration
• Demonstrated experience with CMDB design, population, and maintenance in a production environment
• Prior experience supporting ServiceNow deployments, troubleshooting, and post-implementation support
• Experience working within ITIL-aligned IT service management processes
• Experience in a telecommunications, ISP, or infrastructure-heavy environment is preferred but not required

• Strong analytical and problem-solving abilities, particularly for diagnosing ITSM workflow issues and CMDB data quality problems
• Excellent communication and collaboration skills - this role works closely with internal IT teams, the enterprise tech lead, and a fellow ServiceNow developer
• Ability to work relatively autonomously and take ownership of the ITSM/CMDB domain end to end
• Willingness to learn and adapt – the company’s ServiceNow environment is evolving, and the role will grow as the platform matures
• Attention to detail, particularly around CMDB data integrity and change management processes