ServiceNow SPM Consultant

Job Purpose

Supports the configuration, implementation, and maintenance of ServiceNow SPM solutions, translating business requirements into effective technical solutions while providing ongoing support, troubleshooting, and continuous improvement.

Key Accountability Areas

SPM Configuration & Administration:

• Support the configuration and administration of ServiceNow SPM modules.
• Configure applications, forms, workflows, business rules, and other SPM platform components.
• Assist with maintaining SPM configurations in line with approved requirements and standards.

Integration Support:

• Support integration activities between ServiceNow SPM and other enterprise systems.
• Assist with REST and SOAP APIs and Integration Hub configurations for data exchange.
• Troubleshoot integration issues and support data synchronization activities.

Requirement Gathering & Functional Analysis:

• Participate in requirement gathering sessions and stakeholder workshops.
• Document business and technical requirements related to SPM processes.
• Assist in analyzing requirements and translating them into ServiceNow SPM solutions.

Application Configuration & Scripting:

• Configure workflows, business rules, notifications, and automation within SPM.
• Develop and maintain basic scripts using JavaScript and ServiceNow scripting capabilities.
• Assist with implementing approved customizations and enhancements.

Testing, Deployment & Change Management:

• Assist in preparing and executing test scenarios for SPM implementations and enhancements.
• Support deployment and change management activities.
• Participate in UAT and help ensure solutions meet defined business and functional requirements.

Troubleshooting & Issue Resolution:

• Troubleshoot technical and functional issues related to SPM applications, dashboards, workflows, and integrations.
• Analyze reported issues and support root-cause identification and resolution.
• Provide ongoing technical support for SPM users and processes.

Documentation & Compliance:

• Maintain documentation for SPM configurations, customizations, integrations, and processes.
• Follow established security, access control, and data governance standards.
• Support compliance with ServiceNow platform and organizational policies.

Continuous Improvement:

• Stay informed about ServiceNow SPM features, enhancements, and relevant best practices.
• Identify opportunities to improve SPM processes, configurations, and user experience.
• Support the implementation of approved improvements and enhancements.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft & technical skills related to the job.

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules. 
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks. 

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.   

Business Process Improvement:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy & procedures and work instructions. 

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification

Work Experience

Technical / Functional Competencies