ServiceNow ITSM Consultant

Frankfurt, Rheinland-Pfalz

ServiceNow - Consultant

Contract

Job Title: ITSM Consultant – Contract
Location: Remote – Germany
Contract Length: 3+ Months
Start Date: ASAP

Our client, a global tech company, are hiring an experienced ITSM Consultant for a freelance position focused on enhancing and optimizing IT Service Management processes within a ServiceNow environment. The successful canddiate will be responsible for designing, implementing, and improving a series of critical features and workflows to support business operations and drive efficiency.

Responsibilities

Implement and enhance Store Case Synchronization functionality.
Improve Incident Synchronization across relevant systems.
Optimize workflows and improve synchronization enhancements.
Deliver synchronization enhancements related to incident data and workflows.
Design and implement Reusable Questions, Availability User Criteria, Catalog Taxonomy, Catalog Builder Template, Catalog Builder Wizard Enhancements (Service Offering), Custom Fulfillment Steps (for Service Offering Approval & Financial Approval) and Notification Mechanisms.
Manage Schedule Data including working hours and holiday calendars.
Define and implement SLA Definitions.
Develop and configure SLA Notifications (Breach and Warning alerts).
Define and utilize key Metrics (e.g. time spent per status on a per-ticket basis).
Create and manage Indicator Definitions for performance tracking and service reporting.

Skillset

Proven experience working with ServiceNow ITSM.
Strong understanding of Incident, Problem and Major Incident Management.
Expertise in Service Catalog design and configuration.
Experience with SLA policies, workflows and notifications.
Background in reporting, metrics and performance indicators.
ServiceNow certifications (e.g. Certified System Administrator, ITSM Implementer) are a bonus.
Previous experience in a contract/consulting capacity is a plus.
Familiarity with agile project delivery methods.
Strong analytical and communication skills.
Ability to work autonomously and drive delivery in a fast-paced environment.