Functional ServiceNow Specialist

Functional ServiceNow Specialist

We are growing and are looking for a Functional ServiceNow Specialist with solid experience implementing Service Catalog, ITSM, and CMDB modules. The specialist will support both project execution and current operations (eService) during the implementation period. This role is key to ensuring successful platform adoption aligned with best practices and business needs.

The specialist will work closely with technical teams, business stakeholders, and operational teams to ensure that processes, workflows, and configurations meet quality standards and project objectives.

Key Responsibilities

• Lead and execute functional activities for the implementation of Service Catalog, ITSM, and CMDB modules in ServiceNow.
• Design, configure, and customize the Service Catalog, including products, services, variables, forms, and workflows.
• Integrate the Service Catalog with Incident, Problem, Change, and Service Desk processes, ensuring smooth operations aligned with ITSM best practices.
• Manage the relationship between the Service Catalog and CMDB, ensuring proper linkage of Configuration Items (CIs), dependencies, and relationships.
• Configure and optimize approval workflows, including dynamic, hierarchical, regional, and service-based approvals.
• Collaborate on integrations between ServiceNow and external systems, including inventory, finance, communication, and automation platforms.
• Perform functional and technical configurations, including basic/intermediate JavaScript scripting, REST/SOAP APIs, and automation tools.
• Participate in Agile methodologies and ceremonies (Scrum/Kanban), contributing to project planning, tracking, and delivery.
• Facilitate communication between technical and non-technical teams, ensuring clarity regarding requirements, expectations, and deliverables.
• Provide post-implementation support, including training, incident resolution, and continuous improvement of processes and workflows.

Experience & Certifications

• 3–5 years of proven ServiceNow experience, particularly with ITSM and Service Catalog implementations.
• ServiceNow Certified Implementation Specialist (CIS) certification in ITSM, Service Catalog, or related areas is preferred.
• Fully bilingual in English and Spanish.

Functional & Technical Skills

• Hands-on experience designing and configuring the Service Catalog.
• Strong knowledge of ITSM processes and their integration within ServiceNow.
• Experience with CMDB management and modeling, CI relationships, dependencies, and impact analysis.
• Experience with JavaScript scripting within ServiceNow.
• Experience configuring REST/SOAP APIs and automation tools.
• Ability to integrate ServiceNow with external systems, including inventory, finance, communication, and automation platforms.