ServiceNow ITSM Practitioner Implementer

Rise Recruitment

2026/04/20   Centurion

Job Ref #: RR-140
Industry: Information Technology
Job Type: Permanent
Positions Available: 1
An exciting opportunity exists for a ServiceNow ITSM Practitioner Implementer to join a dynamic enterprise technology environment. This role is responsible for configuring, customising, and implementing ServiceNow ITSM and CMDB solutions to support internal IT service management processes and operational workflows.
Job Description

ITSM Implementation & Configuration

  • Implement and maintain ServiceNow ITSM modules including:

    • Incident Management

    • Problem Management

    • Change Management

    • Request Fulfilment

  • Configure and maintain CMDB to accurately reflect infrastructure and service relationships

  • Develop Service Catalog items, Record Producers, and workflows

  • Configure workflows, forms, business rules, UI policies, and client scripts

  • Manage user roles, groups, and access controls (ACLs)

  • Implement SLA definitions, escalation rules, and notifications

  • Support Knowledge Management for self-service capabilities

CMDB & Asset Management

  • Design and maintain CMDB data models (CI classes and relationships)

  • Implement Discovery and Service Mapping integrations

  • Ensure CMDB data quality through reconciliation and lifecycle management

  • Support impact analysis and change risk assessments

  • Configure CMDB-driven automation for workflows and service visibility

System Integration & Automation

  • Use Flow Designer and Integration Hub to automate processes

  • Integrate ServiceNow with third-party systems via REST/SOAP APIs

  • Troubleshoot and optimise ITSM/CMDB implementations

  • Continuously enhance system performance and efficiency

  • Collaborate with integration teams on API-level integrations

Testing, Deployment & Support

  • Conduct unit testing, UAT, and system validation

  • Support deployments across environments using update sets

  • Troubleshoot and document issues and enhancements

  • Manage upgrades and patching for ITSM/CMDB modules

Collaboration & Documentation

  • Work with stakeholders to gather requirements

  • Maintain technical documentation and user guides

  • Provide end-user training

  • Participate in sprint ceremonies, code reviews, and design discussions

  • Ensure alignment with platform standards and best practices

Job Requirements

Education & Certifications

  • Bachelor’s degree in Computer Science, IT, or related field

  • ServiceNow Certified Implementation Specialist (ITSM) – Required

  • ServiceNow Certified System Administrator (CSA) – Required

  • ITIL Foundation – Preferred

Technical Skills

  • Strong ServiceNow ITSM configuration experience

  • CMDB design and maintenance expertise

  • Proficiency in JavaScript, GlideScript, and Flow Designer

  • Experience with Service Catalog and workflow configuration

  • Knowledge of REST/SOAP APIs

  • Familiarity with ACLs, roles, and access controls

  • Experience with Discovery and Service Mapping

  • SLA and escalation workflow configuration

  • Experience with update sets and instance upgrades

Experience

  • 3+ years in ServiceNow ITSM implementation

  • Proven CMDB management experience in production environments

  • Experience in deployment, troubleshooting, and support

  • Exposure to ITIL-based environments

  • Telecoms/ISP/infrastructure experience is advantageous

Soft Skills

  • Strong analytical and problem-solving ability

  • Excellent communication and collaboration skills

  • Ability to work independently and take ownership

  • Adaptable and willing to learn

  • High attention to detail