Job Description
We are seeking a highly skilled Senior Associate with deep expertise in IT Service Management (ITSM) and hands-on experience in HR Service Delivery (HRSD) OR IT Operations Management (ITOM). For ITOM expertise, a strong emphasis on project-based experience in Discovery. This role is ideal for professionals over 5+ years of experience who thrive in designing, implementing, and optimizing service management solutions within enterprise environments.
YOUR RESPONSIBILITIES
- Lead and support the implementation, configuration, and optimization of ITSM processes and tools.
- Design and deliver solutions in HRSD OR ITOM - specifically contributing to full-cycle Discovery projects.
- Execute Discovery configuration and architecture to accurately map infrastructure and populate the CMDB.
- Collaborate with stakeholders and technical teams to deliver scalable and effective ServiceNow solutions.
- Act as a subject matter expert (SME) for ITSM and ITOM Discovery best practices.
- Mentor junior team members and contribute to continuous process improvement initiatives.
- Ensure detailed documentation of designs, configurations, and processes.
REQUIRED SKILLS AND QUALIFICATIONS
- 5+ years of hands-on experience in IT Service Management and ServiceNow.
- ITSM expertise is mandatory.
- Strong practical knowledge and project-based experience in ITOM Discovery is required.
- Experience with HRSD or broader ITOM modules is a strong plus.
- Proficient in managing CMDB integrity, Discovery schedules, and integrations.
- Excellent communication, analytical, and troubleshooting skills.
- ServiceNow certifications such as CSA, CIS-ITSM, CIS-ITOM, or CIS-HRSD are desirable.