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Key Responsibilities and Required Skills for ServiceNow Technical Consultant

💰 $90,000 - $150,000

ITServiceNowConsultingCloudAutomation

🎯 Role Definition

A ServiceNow Technical Consultant is a client-facing technical specialist responsible for designing, building, configuring, integrating, and optimizing ServiceNow platform solutions that align with business processes and outcomes. This role delivers end-to-end technical implementations across ITSM, ITOM, HRSD, CSM, and Security Operations, providing deep platform expertise (Glide scripting, Flow Designer, IntegrationHub), enterprise integrations (REST/SOAP, MID Server), CMDB and Discovery, performance tuning, testing and release management, and client enablement through documentation and knowledge transfer.

📈 Career Progression

Typical Career Path

Entry Point From:

  • ServiceNow Developer / Junior ServiceNow Engineer
  • ITSM Analyst / Systems Administrator with ServiceNow exposure
  • Integration Developer or JavaScript Developer transitioning to platform work

Advancement To:

  • Senior ServiceNow Consultant / Lead ServiceNow Consultant
  • ServiceNow Solution Architect / Platform Architect
  • Technical Delivery Manager or Practice Lead

Lateral Moves:

  • Business Analyst (ITSM/Service Management)
  • DevOps or Cloud Automation Engineer
  • Process Transformation Consultant

Core Responsibilities

Primary Functions

  • Lead technical design sessions and workshops with stakeholders to translate process requirements into ServiceNow architecture, including data models, integrations, security and governance considerations.
  • Develop, configure, and maintain ServiceNow applications and modules (Incident, Problem, Change, Request, Knowledge, CMDB, Discovery, Configuration, HRSD, CSM, SecurityOps) leveraging scoped applications and best-practice configurations.
  • Create and maintain client-facing technical artifacts: solution design documents (SDD), integration design documents (IDD), data mapping sheets, and implementation runbooks that support development and future maintenance.
  • Implement server-side and client-side scripting using JavaScript and Glide APIs to extend platform functionality while following coding standards and security guidelines (Script Includes, Business Rules, UI Policies, UI Actions, Client Scripts).
  • Build and manage integrations using IntegrationHub, REST/SOAP web services, scripted web services, JDBC, MID Server, and ETL tools to reliably move data between ServiceNow and enterprise systems (ERP, HRIS, monitoring, CMDB sources).
  • Design, implement, and maintain CMDB health, Discovery patterns, probes, and MID Server architecture to ensure accurate configuration item (CI) population and reconciliation across infrastructure and cloud services.
  • Configure and customize Flow Designer, Workflows, and Orchestration to automate multi-system processes and improve operational efficiency while minimizing custom scripting.
  • Implement and maintain Service Portal or UI Builder components (widgets, pages, custom themes) to deliver intuitive user experiences and maintain accessibility standards.
  • Execute data migrations and bulk imports (Transform Maps, Import Sets, Data Sources) from legacy systems with thorough data cleansing, validation, and reconciliation strategies.
  • Lead code management, release packaging, and deployment processes (Update Sets, Source Control, CI/CD pipelines) and coordinate with change and release management to ensure predictable rollouts.
  • Perform unit, integration, and ATF (Automated Test Framework) testing; create test cases, execute testing, document defects and handle remediation to ensure production readiness.
  • Troubleshoot platform issues, perform root cause analysis for incidents and performance bottlenecks, and implement long-term fixes and configuration improvements.
  • Apply security controls and role-based access (ACLs, Domain Separation, encryption at rest/transit) and support compliance and audit activities as they relate to ServiceNow.
  • Mentor junior developers and administrators, conduct code reviews, and establish development best practices and coding standards for the team.
  • Provide ongoing platform administration and operational support: user provisioning, instance health checks, system logs analysis, plugin activation, and patching/upgrades.
  • Plan and execute ServiceNow upgrades, including pre-upgrade analysis, regression testing, customizations remediation, and post-upgrade validation across non-production and production instances.
  • Collaborate with Product Owners and Release Managers to prioritize technical backlog, estimate effort, and deliver epics and stories in Agile sprints.
  • Drive continuous improvement initiatives: performance tuning (index optimization, query optimization), UI responsiveness, and reduction of technical debt.
  • Conduct client training sessions, technical handovers, runbooks and operational runbooks to enable internal teams to operate and maintain delivered solutions.
  • Establish and monitor platform health and performance metrics (SLA, KPIs, Performance Analytics) and produce executive-level dashboards and reports.
  • Support security incident response related to the ServiceNow platform, coordinate remediation steps, and participate in post-incident reviews and preventive actions.
  • Participate in presales activities and technical proposals by estimating effort, identifying risks, and delivering technical sections of Statements of Work (SOWs).

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis using ServiceNow reporting, Performance Analytics, and external BI connectors.
  • Contribute to the organization's ServiceNow roadmap, including plugin evaluations, module adoption strategies (ITOM, HRSD, CSM) and platform modernization.
  • Collaborate with business units and process owners to translate business requirements into technical engineering tasks, providing feasibility analysis and platform constraints.
  • Participate in sprint planning, daily stand-ups, demos, retrospectives and other Agile ceremonies; refine requirements and break down technical work into deliverable tasks.
  • Assist in vendor management and third-party integration validation to ensure SLAs and contractual obligations are met.
  • Maintain up-to-date documentation of architecture diagrams, instance topology, MID Server placements, and integration endpoints to support operational continuity.
  • Recommend and implement governance, naming conventions, and catalog management standards to streamline administration and improve maintainability.
  • Evaluate new ServiceNow features and partner solutions; run pilots and proof-of-concepts to inform strategic platform decisions.

Required Skills & Competencies

Hard Skills (Technical)

  • Deep knowledge of the ServiceNow platform, modules (ITSM, ITOM, CMDB, HRSD, CSM, SecurityOps) and best practice configuration.
  • Proficient in JavaScript (ES5/ES6) and Glide API for server-side and client-side development, including Script Includes, Business Rules, UI Actions, Client Scripts, and Scheduled Jobs.
  • Experience building integrations using IntegrationHub, REST/SOAP APIs, scripted web services, JDBC, and familiarity with OAuth, Basic Auth and SAML for authentication.
  • Practical experience with MID Server deployment, Discovery, Service Mapping, probes/patterns and ensuring CMDB data quality.
  • Strong understanding of Flow Designer, Workflow Editor, Orchestration, and automation patterns to replace hard-coded logic with low-code flows.
  • Skilled in Service Portal and UI Builder development — creating custom widgets, AngularJS basics, and responsive design best practices.
  • Familiarity with Update Sets, Source Control integrations (Git), CI/CD pipelines, and best practices for deployment and environment management.
  • Experience with Automated Test Framework (ATF), unit testing strategies, and writing automated test cases for ServiceNow functionality.
  • Knowledge of performance tuning techniques on the ServiceNow platform: indexing, query optimization, and analyzing performance logs.
  • Proficient with data import techniques: Import Sets, Transform Maps, Coalesce strategies, and data reconciliation for migrations.
  • Experience configuring ACLs, domain separation, and data security on ServiceNow, and supporting compliance or audit requirements.
  • Familiarity with reporting and analytics: native ServiceNow reporting, Performance Analytics, and exporting data for external BI tools.
  • Experience in upgrade planning and execution for ServiceNow instances, including conflict resolution and regression testing.

Soft Skills

  • Excellent client-facing communication skills; able to present technical concepts to non-technical stakeholders and senior leadership.
  • Strong analytical and problem-solving mindset with attention to detail and a customer-first mentality.
  • Proven ability to manage multiple priorities and complex projects in Agile delivery models; effective time management and task estimation.
  • Collaborative team player who mentors others, conducts code reviews, and builds cross-functional relationships with architects, product owners and operations teams.
  • Strong documentation and knowledge transfer skills; able to create clear runbooks, design docs, and training materials.
  • Adaptability and continuous learning mindset — stays current with ServiceNow releases, modules and platform best practices.
  • Negotiation and stakeholder management skills — balances technical constraints with business priorities and trade-offs.
  • Leadership presence for technical design reviews and pre-sales scoping exercises.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's degree in Computer Science, Information Systems, Software Engineering, or equivalent professional experience.

Preferred Education:

  • Master's degree in a technical or business discipline or professional certifications (e.g., ServiceNow Certified System Administrator, Certified Application Developer).

Relevant Fields of Study:

  • Computer Science / Software Engineering
  • Information Systems / Information Technology
  • Business Information Management / IT Management

Experience Requirements

Typical Experience Range: 3 - 8 years of IT experience with at least 2+ years working hands-on with ServiceNow platform development and administration.

Preferred:

  • 4+ years of direct ServiceNow implementation experience across multiple modules (ITSM, CMDB, Discovery, HRSD, CSM, ITOM).
  • Relevant ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), and Implementation Specialist credentials (ITSM, ITOM, HRSD).
  • Experience working in Agile delivery teams and familiarity with enterprise ITIL/ITSM processes.
  • Proven track record of end-to-end project delivery, integrations with enterprise systems, and production support/upgrade experience.
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