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.
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