Technical Consultant ServiceNow

Role Purpose

The ServiceNow Technical Consultant is responsible for the technical administration, configuration, maintenance, and operational support of the global ServiceNow platform of the company.

The role focuses on ensuring a stable, secure, and efficient platform operation, supporting technical implementations, maintaining integrations, and enabling standardized ServiceNow solutions in line with internal governance and platform standards.

Key Responsibilities

1. ServiceNow Platform Administration

• Administer and maintain the global ServiceNow platform on a day-to-day basis

• Manage: users, groups, and roles, access controls and permissions, catalog items, forms, templates, and notifications

• Monitor platform health, performance, and scheduled jobs

• Support instance housekeeping and system maintenance activities

• Troubleshoot platform issues and coordinate resolution with internal teams and external partners

• Ensure platform configurations remain stable, compliant, and upgrade-safe

2. Technical Configuration & Development

• Configure and maintain ServiceNow modules, primarily: ITSM, SPM, IRM

  • Additional modules depending on the roadmap and business demand

• Implement and support: Business Rules, Script Includes, Client Scripts, UI Policies / UI Actions, Data Policies, Flow Designer automations

• Create and maintain forms, views, tables, and workflows

• Support minor to medium custom development activities within platform standards

• Assist in testing and deployment of new technical solutions

3. Integration Support & Technical Interfaces

• Support technical operation of integrations between ServiceNow and connected systems

• Assist with interface monitoring, error analysis, and issue resolution

• Work on integrations (REST API, Standard connectors)

• Support setup and maintenance of MID Servers

• Help ensure reliable and secure data exchange across systems

4. Platform Support & Incident Resolution

• Serve as technical point of contact for ServiceNow-related incidents, defects, and enhancement requests

• Analyze system errors, performance issues, and failed jobs

• Support root cause analysis and sustainable issue resolution

• Coordinate bug fixing and technical changes with implementation partners or internal stakeholders

• Support change implementation and technical validation in development, test, and production environments

5. Release, Update & Environment Management

• Support platform releases, update deployments, and upgrade activities

• Manage and transport configurations via update sets and deployment processes

• Assist with testing during platform upgrades and feature rollouts

• Validate technical compatibility of existing customizations

• Help maintain system documentation for releases, changes, and technical configurations

6. Governance, Security & Documentation

• Follow and enforce defined ServiceNow development and administration standards

• Ensure compliance with internal governance, security, and authorization concepts

• Maintain technical documentation

• Support auditability and traceability of technical changes

7. Collaboration within the Delivery Model

• Work closely with: Platform Lead, Process Owners/ Product Owner, Internal IT teams, External ServiceNow implementation and support partners

• Support technical refinement of requirements

• Contribute to backlog implementation from a technical and operational perspective

• Collaborate in agile or demand-based delivery structures

Required Qualifications

Professional Experience

• 2–3+ years of hands-on experience in ServiceNow administration and technical configuration

• Experience in platform support, administration, or technical consulting roles

• Experience in enterprise IT environments with multiple stakeholders and integrated systems

Technical Skills

• Solid knowledge of ServiceNow administration

• Good hands-on experience

• Technical understanding of:

  • JavaScript in ServiceNow context

  • REST / SOAP interfaces

• Familiarity with:

  • ITSM processes

  • CMDB basics (preferred)

  • ServiceNow data model and table structure

Preferred Certifications

• ServiceNow Certified System Administrator (CSA) – strongly preferred / ideal

• Certified Application Developer (CAD) – a plus

• Additional ServiceNow implementation certifications – beneficial

Soft Skills

• Structured and reliable working style

• Strong analytical and troubleshooting skills

• High attention to detail and quality

• Team-oriented collaboration with internal and external stakeholders

• Ability to work independently in an international environment

• Good communication skills in English

Main Focus Areas in the Role

This role is primarily focused on:

• Platform administration

• Technical support and maintenance

• Configuration and small-scale development

• Troubleshooting and operational stability

• Integration support

• Governed technical implementation

This role is less focused on strategic consulting or architectural ownership and more on hands-on technical delivery and platform operations.