ServiceNow Practitioner

Job Description:

• ServiceNow Practitioner This role requires hands-on ServiceNow practitioners with proven experience executing ITSM platform improvements within large-scale enterprise environments; candidates should demonstrate practical experience configuring and optimizing ServiceNow workflows, routing logic, and operational processes.

• The ServiceNow consultant will be responsible for executing critical improvements in ServiceNow ITSM by validating service ownership, streamlining and optimizing assignment groups, and aligning routing logic to streamline support operations.
• The role focuses on structural improvements that support further automation and operational efficiency.
• Validate and finalize service ownership mappings in ServiceNow.
• Deactivate redundant or inactive assignment groups to achieve reduction targets.
• Align support groups to validate service ownership for accurate routing.
• Analyze routing pattens to identify inefficiencies.
• Reduce default Service Desk intake routing through to minimize unnecessary SD touches.
• Develop operational guides for support teams on updated group structures and routing standards.
• Monitor support models for sustained routing accuracy.
• Develop concise guides for service owners and support managers.
• Align changes to ServiceNow ITSM best practices and governance.
• Develop ServiceNow knowledge articles.

• Minimum 3 years of ServiceNow ITSM implementation and operational experience.
• Demonstrated experience working with ServiceNow ITSM modules, including Incident Management, Service Request Management & Knowledge Management.
• Experience with ServiceNow ITSM implementations, platform enhancements, and operational improvements initiatives
• Proven experience executing support model improvements, including assignment group streamlining and routing optimization.
• Hands-on experience with ServiceNow knowledge management and self-service deflection.
• Proficiency in ServiceNow dashboards and reports for operational metrics
• Foundational understanding of ServiceNow CMDB, including experience with configuration items (CIs) service mapping and relationships.
• Experience working within large-scale enterprise ServiceNow environments
• Strong execution focus - delivering tasks to meet defined goals and timelines.
• Strong analytical and problem-solving skills with the ability to execute platform improvements within defined timelines.

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certifications
• ITIL

We offer attractive, competitive compensation and benefits including, medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, let's talk. Please visit www.zobility.com to learn more.

Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.