ServiceNow Senior Technical Consultant

About the role

This position is for a seasoned ServiceNow technical consultant who will act as a key technical resource for clients across their ServiceNow initiatives. You will apply your deep platform expertise to design, develop, and deliver robust solutions while working directly with clients to understand their complex business needs and guide development efforts accordingly. The role involves hands-on configuration and customization of core ServiceNow applications such as IT Service Management and Customer Service Management to meet specific enterprise requirements. You will be responsible for translating ambiguous business problems into structured technical solutions using the ServiceNow platform. This position requires a strong commitment to best practices in software development and ServiceNow implementation methodologies. You will work in a collaborative environment, bridging the gap between business stakeholders and technical teams to ensure alignment. The role demands ownership of the full delivery lifecycle for assigned projects from initial discovery through deployment and support. You will contribute to the continuous improvement of technical solutions and internal knowledge sharing within the Thinkahead practice.

Key facts

What you'll do

• Elicit, analyze, and translate intricate client requirements into detailed user stories, acceptance criteria, and development tasks for the ServiceNow platform.
• Design, configure, and customize ServiceNow applications, with a strong focus on ITSM and CSM modules to align with client business processes.
• Lead the architectural design, enhancement, and delivery of scalable, secure, and high-performance ServiceNow solutions that meet enterprise standards.
• Plan and facilitate interactive workshops and live demonstrations for various stakeholders and end-users to validate solutions and gather feedback.
• Execute complex integration work, including building custom Service Portals and supporting REST, SOAP, and MID Server integrations with external systems.
• Develop, review, and optimize a wide range of ServiceNow scripts, including Business Rules, Script Includes, UI Policies, Client Scripts, and Access Control Rules for maintainability and performance.
• Participate actively in detailed client discussions to capture nuanced requirements and convert them into clear, actionable development activities and technical specifications.
• Collaborate closely with internal technical teams and business clients throughout the project lifecycle to ensure on-time, high-quality project delivery and client satisfaction.
• Provide technical guidance and mentorship to junior developers within cross-functional teams, elevating the overall skill level and code quality.
• Actively contribute to and lead discussions during Agile sprints, backlog grooming sessions, and sprint retrospectives to refine deliverables and processes.
• Conduct thorough testing of ServiceNow configurations and customizations, including unit testing, integration testing, and user acceptance testing to ensure defect-free implementations.
• Document technical designs, configuration details, and procedural steps to ensure knowledge transfer and sustainability for ongoing support and maintenance.
• Leverage best practices and industry standards to ensure solutions are secure, compliant, and optimized for scalability and reliability.
• Proactively identify potential risks or issues in project scope or timelines and communicate mitigation strategies to project stakeholders effectively.

Requirements

• Possess at least 7 years of hands-on experience with the ServiceNow platform, encompassing both development and implementation across multiple projects.
• Demonstrate strong understanding and expertise in core modules including ITSM and Service Portal, along with proven experience in complex integrations.
• Bring extensive experience with ITOM modules, specifically Discovery, CMDB, and Hardware Asset Management (HAM), including their configuration and data modeling.
• Show ability to customize ServiceNow applications deeply using advanced scripting, complex workflows, business rules, and UI policies to meet specific logic requirements.
• Exhibit excellent communication skills, capable of articulating highly technical concepts clearly and concisely to both technical and non-technical audiences with equal ease.
• Present a proven track record of successful customer interactions, relationship building, and consistent on-time project delivery against commitments.
• Have hands-on experience writing and debugging JavaScript, server-side scripting, and RESTful APIs within the ServiceNow platform environment.
• Show commitment to maintaining high standards for clean code, version control practices, and comprehensive documentation throughout the development lifecycle.

Nice to have

• Hold ServiceNow Certified System Administrator, Certified Application Developer, or Certified Implementation Specialist certifications that validate your technical proficiency.
• Bring experience with additional ServiceNow modules such as HR Service Delivery or Governance, Risk, and Compliance (GRC), showcasing breadth across diverse platform capabilities.

Practical notes

• This is a full-time position based in Gurugram, Haryana, requiring availability during standard business hours as defined by client needs.
• Travel may be required to client sites within India as project demands dictate.
• Candidates must hold a valid visa allowing employment in India for the duration of this engagement.
• The deadline for submission of applications is not specified, and candidates are encouraged to apply as soon as possible to be considered for upcoming project allocations.
• Continuous professional development is encouraged, and the company may require time allocation for certification exam preparation or attendance based on project needs.