ServiceNow Consultant

JOB TITLE: SERVICENOW CONSULTANT
JOB LOCATION: REMOTE
WAGE RANGE*: $85.00-88.00 PER HOUR
JOB NUMBER: RTXCJP00001529

REQUIRED EXPERIENCE:

• • Minimum 3 years of ServiceNow ITSM implementation and operational experience.
  • Demonstrated experience working with ServiceNow ITSM modules, including Incident Management, Service Request Management & Knowledge Management.
  • Experience with ServiceNow ITSM implementations, platform enhancements, and operational improvements initiatives
  • Proven experience executing support model improvements, including assignment group streamlining and routing optimization.
  • Hands-on experience with ServiceNow knowledge management and self-service deflection.
  • Proficiency in ServiceNow dashboards and reports for operational metrics
  • Foundational understanding of ServiceNow CMDB, including experience with configuration items (CIs) service mapping and relationships.
  • Experience working within large-scale enterprise ServiceNow environments
  • Strong execution focus - delivering tasks to meet defined goals and timelines.
  • Strong analytical and problem-solving skills with the ability to execute platform improvements within defined timelines.

JOB DESCRIPTION

• • The ServiceNow consultant will be responsible for executing critical improvements in ServiceNow ITSM by validating service ownership, streamlining and optimizing assignment groups, and aligning routing logic to streamline support operations. The role focuses on structural improvements that support further automation and operational efficiency.
• What are the main functions of this role ?
  • Validate and finalize service ownership mappings in ServiceNow.
  • Deactivate redundant or inactive assignment groups to achieve reduction targets.
  • Align support groups to validate service ownership for accurate routing.
  • Analyze routing pattens to identify inefficiencies.
  • Reduce default Service Desk intake routing through to minimize unnecessary SD touches.
  • Develop operational guides for support teams on updated group structures and routing standards.
  • Monitor support models for sustained routing accuracy.
  • Develop concise guides for service owners and support managers.
  • Align changes to ServiceNow ITSM best practices and governance.
  • Develop ServiceNow knowledge articles.

• Desired Skill Sets:
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certifications
  • ITIL

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

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