Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

We are seeking an experienced Senior Service Now Technical Consultant to support the implementation, expansion, configuration, and maintenance of Service Now solutions across Customer Service Management, IT Service Management, and enterprise service management functions.

The ideal candidate will possess a strong combination of functional consulting, technical expertise, Service Now platform knowledge, and stakeholder management skills. The role requires the ability to lead business discovery and requirements workshops, translate business needs into functional and technical designs, configure and implement Service Now solutions, and provide guidance on solution strategy, effort estimation, costing, governance, and best practices.

The consultant will work closely with business stakeholders, architects, developers, project managers, and technical teams to deliver scalable Service Now solutions that align with ITIL processes, service management best practices, business value, project timelines, and budget guidelines.

Key Responsibilities

Implement Service Now Solutions: Design, configure, implement, and maintain Service Now modules and solutions based on client business and technical requirements, ensuring alignment with ITIL processes and service management best practices. Business Discovery & Requirements: Conduct business discovery sessions, requirements-gathering workshops, process assessments, and stakeholder discussions to understand business needs and identify opportunities for Service Now solutions. Solution Design: Translate business and functional requirements into detailed functional and technical designs, recommending appropriate Service Now capabilities and best-practice solutions. Service Now Strategy: Lead or contribute to the development of Service Now strategies and roadmaps, prioritizing initiatives based on business value, effort, complexity, timelines, and budget considerations. Cost-Benefit Analysis: Develop and contribute to cost-benefit models, effort estimates, resource requirements, and solution costing to support informed solution design and implementation decisions. Team Leadership: Provide technical and functional guidance to the Service Now team, support solution development, and ensure adherence to agreed timelines, quality standards, and budget guidelines. Platform Configuration: Configure Service Now applications, workflows, Service Catalog, forms, business rules, notifications, reports, dashboards, and other platform components according to business requirements. Workflow & Automation: Design and implement workflow automation using Service Now capabilities such as Flow Designer and Workflow, identifying opportunities to improve service efficiency and reduce manual effort. Integrations: Design and support integrations between Service Now and enterprise/third-party applications using technologies such as REST, SOAP, Web Services, Integration Hub, XML, and related integration mechanisms. Technical Architecture & Components: Maintain a strong understanding of supporting technologies and technical components, including HTML, XML, Web Services, LDAP, SSL, VPN, and other technologies relevant to enterprise Service Now implementations. ITIL & Service Management: Ensure Service Now solutions align with ITIL principles, service management processes, and industry best practices. Testing & Deployment: Support solution testing, defect resolution, deployment, release activities, and user adoption to ensure successful implementation. Governance & Security: Provide guidance on Service Now platform governance, security, roles and access, scalability, maintainability, and design standards. Continuous Improvement: Identify opportunities to optimize existing Service Now implementations, improve processes, increase automation, and maximize business value. Stakeholder Management: Collaborate with business stakeholders, technical teams, architects, developers, project managers, and clients to ensure successful delivery and effective communication throughout the project lifecycle.

Required Technical And Professional Expertise

Proven experience delivering end-to-end Service Now implementations and transformation projects. Strong understanding of the Service Now platform, its capabilities, architecture, and implementation best practices. Hands-on experience with Service Now configuration, workflows, Service Catalog, reporting, automation, and platform administration. Experience gathering requirements, facilitating workshops, analyzing business processes, and translating requirements into technical and functional solutions. Strong knowledge of ITIL processes and service management principles. Experience with solution design, effort estimation, resource planning, costing, and value-versus-effort analysis. Experience supporting or leading integrations with enterprise and third-party applications. Working knowledge of REST/SOAP APIs, Web Services, XML, HTML, LDAP, SSL, and VPN. Strong stakeholder management, communication, analytical, and problem-solving skills. Ability to lead technical discussions and provide guidance to Service Now development and implementation teams.

Preferred Technical And Professional Experience

Customer Service Management (CSM) IT Service Management (ITSM) App Engine Development Integration Hub REST/SOAP integrations Knowledge Management Performance Analytics and Reporting Flow Designer and advanced workflow automation Virtual Agent and AI capabilities Now Assist and modern Service Now platform capabilities Service Now platform governance and enterprise architecture Experience working in consulting environments and directly with clients