ServiceNow ITOM/ITSM Technical Consultant

WHO YOU’LL WORK WITH 

As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies. 

WHAT YOU’LL DO 

As a ServiceNow IT Service Management Technical Consultant, you will serve as the hands-on builder on ServiceNow IT Service Management (ITSM) engagements and pre-sales activities across the IT service delivery landscape, including Incident and Major Incident Management, Problem Management, Change Enablement and Release, Request and Service Catalog, Knowledge Management, Service Level Management, and Virtual Agent. You will own configuration, development, and integration work, translating requirements and user stories into working platform solutions. You will engage confidently with both business and technology stakeholders, demonstrating high technical proficiency, professional maturity, and executive presence. This is a techno-functional role, and you bring enough process and requirements depth to flex when an engagement calls for it, stepping in occasionally to gather requirements, write stories, or back up the business process consultant on a short-term basis. 

• Configure and develop ServiceNow ITSM solutions spanning incident and major incident management, problem management, change enablement, request fulfillment, and knowledge management 
• Build and extend platform functionality, including Flow Designer flows, subflows and actions, UI Builder and Workspace configuration, forms, business rules, client scripts, script includes, ACLs, and Performance Analytics content 
• Build catalog items, record producers, flow-driven fulfillment, assignment and routing rules, SLA definitions and schedules, and Virtual Agent topics that carry ITSM process design into working configuration 
• Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports 
• Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks 
• Participate in discovery and design workshops to gather and analyze business requirements, and translate them into well-formed epics, user stories, and acceptance criteria when an engagement calls for it 
• Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible 
• Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives 
• Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (ATF) 
• Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare 
• Advise clients on technical debt, upgrade readiness, platform performance, and long-term maintainability of the build 
• Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing 
• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs 
• Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings 

WHAT YOU’LL BRING 

You are a seasoned ServiceNow technical consultant who thrives in complex enterprise environments and has a track record of building and delivering transformational ServiceNow implementations. Your strength is configuration, development, and integration, complemented by enough process and requirements fluency to step into functional work when a project needs it. 

• 3+ years of ServiceNow configuration and development experience, with deep expertise in at least one of IT Service Management, Incident and Problem Management, Change Enablement, Request and Catalog Management, or Knowledge Management 
• Strong hands-on skills across server-side and client-side scripting (JavaScript, GlideRecord, GlideAjax, script includes), Flow Designer, IntegrationHub, UI Builder, scoped applications, and platform security 
• Passion for leveraging the ServiceNow platform to streamline IT service operations, improve requester and fulfiller experiences, and bring visibility and control to service delivery across the incident-to-resolution lifecycle 
• Experience gathering and analyzing business requirements and writing well-formed user stories and acceptance criteria, enough to backstop a business process consultant on discovery and backlog work 
• Ability to communicate and build relationships at all levels of an organization, from service owners and platform teams to IT directors, CIO, and C-suite executives, translating technical and business concepts for both technical and non-technical audiences 
• Strong problem-solving and debugging ability, with the capacity to diagnose complex platform issues, manage client expectations, and deliver on tight schedules with high attention to detail 
• Experience delivering solutions across multiple ServiceNow products, including technical design, build, integration, testing, deployment, and hypercare 
• Enough process and functional fluency across incident, problem, change, and request management to facilitate a requirements or design session when needed; deep process specialization is not expected 
• Experience participating in practitioner workshops focused on solution design, technical architecture decisions, and backlog refinement 

REQUIRED CERTIFICATIONS 

• Certified System Administrator (CSA)
• CIS – Data Foundations (CIS-DF) 
• CIS – IT Service Management (CIS-ITSM) 

PREFERRED CERTIFICATIONS 

• Suite Certification – IT Service Management Professional 
• Certified Application Developer (CAD) 
• Additional CIS certifications in adjacent ITOM, ITAM, or ESM workflows 

TECHNICAL & PLATFORM EXPERTISE 

• Strong technical knowledge of the ServiceNow platform (Service Operations Workspace, Incident, Problem, Change and Release, Request and Service Catalog, Knowledge Management, Service Level Management, Virtual Agent, Flow Designer, UI Builder, scoped applications, and Reporting/Performance Analytics) 
• Experience with IT Operations Management, IT Asset Management, and CMDB/CSDM big plus 
• Working knowledge of ITIL 4 practices and the out-of-the-box ServiceNow data model behind them, including where configuration is the safer answer than customization 
• Experience building integrations between ServiceNow and adjacent enterprise systems such as monitoring and observability tools, endpoint management, identity management, collaboration platforms (Microsoft Teams, Slack), and legacy ticketing systems being consolidated onto ServiceNow 
• Excellent verbal and written communication skills, with the ability to explain technical decisions and trade-offs to business stakeholders 
• Working knowledge of requirements elicitation, backlog management, and agile ceremonies sufficient to support functional workstreams 
• Experience with source control, CI/CD pipelines, update set and application repository management, and the Automated Test Framework (ATF) 
• Bachelor’s degree or equivalent combination of education and professional experience preferred 

About Us

Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries partner with clients to co-create powerful customer experiences, modern ways of working, and meaningful impact.

What sets us apart? We believe work should be challenging and fulfilling, not perfect, but possible. That’s why we prioritize purpose, flexibility, connection, and recognition, so our people can thrive and love what they do, most days.