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.