Senior Consultant

NTT DATA Business Solutions North America

Job Location:

New Delhi - India

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Description:

Senior/Lead ServiceNow Consultant (CSM ITSM Support)
Role: Senior ServiceNow Consultant
Experience: 6 Years (ServiceNow relevant experience mandatory)
Location: Noida (NCR)
Work Mode: Hybrid / Onsite (Client Location)

Role Overview
We are looking for a Senior/Lead ServiceNow Consultant with strong hands-on experience in ServiceNow CSM and ITSM support with Domain Separation knowledge. The candidate will be responsible for production support issue resolution minor enhancements and platform stability in an SLA-driven environment. The role requires strong troubleshooting skills stakeholder coordination and experience working in a support and maintenance project.

Key Responsibilities
Provide L2/L3 production support for ServiceNow ITSM and CSM modules
Handle incidents service requests and defects within defined SLAs
Perform root cause analysis (RCA) for recurring production issues
Support customer case management processes in ServiceNow CSM
Implement minor enhancements configurations and workflow updates
Troubleshoot issues related to notifications SLAs and assignment rules
Support service catalog items and service portal related issues
Manage user access roles and permissions (ACLs)
Monitor scheduled jobs integrations and data loads
Coordinate with business stakeholders and conduct status updates
Maintain knowledge articles and support documentation
Participate in release deployments patching and upgrade support

Mandatory Skills
6 years of hands-on ServiceNow experience
Strong support experience in ServiceNow ITSM (Incident Problem Change Request)
Hands-on experience in ServiceNow CSM (Case Management)
Experience in L2/L3 production support environment
Experience with SLAs notifications and workflows
Knowledge of Business Rules Client Scripts UI Policies and Data Policies
User/role management and ACL handling
Knowledge of Service Portal Catalog support and Reporting
Scripting knowledge (JavaScript in ServiceNow)
Integration monitoring (REST/SOAP MID Server)
Understanding of ITIL processes
ServiceNow Certified System Administrator (CSA)
ITIL Foundation Certification
Experience with Flow Designer
Experience supporting patches and upgrades

Soft Skills
Strong communication and client-facing skills
Ability to work in SLA-driven support model
Good analytical and troubleshooting skills
Ability to coordinate with offshore/onshore teams
Proactive and ownership-driven attitude

We transform. SAP solutions into Value

For any questions related to Job Description you may connect with below specified contact from Recruiting.

Recruiter Name: Sweta Yadav

Recruiter Email ID:

NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions including hosting services and support.

Required Experience:

Senior IC

Job Description:Senior/Lead ServiceNow Consultant (CSM ITSM Support)Role: Senior ServiceNow ConsultantExperience: 6 Years (ServiceNow relevant experience mandatory)Location: Noida (NCR)Work Mode: Hybrid / Onsite (Client Location)Role OverviewWe are looking for a Senior/Lead ServiceNow Consultant wi...