ServiceNow Practitioner

This position requires W2 employment with Donatech and US citizenship.

About the Role

This role requires hands-on ServiceNow practitioners with proven experience executing ITSM platform improvements within large-scale enterprise environments. Candidates should demonstrate practical experience configuring and optimizing ServiceNow workflows, routing logic, and operational processes. The ServiceNow consultant will focus on structural improvements that support further automation and operational efficiency.

Responsibilities

• Validate and finalize service ownership mappings in ServiceNow.
• Deactivate redundant or inactive assignment groups to achieve reduction targets.
• Align support groups to validate service ownership for accurate routing.
• Analyze routing patterns to identify inefficiencies.
• Reduce default Service Desk intake routing to minimize unnecessary Service Desk touches.
• Develop operational guides for support teams on updated group structures and routing standards.
• Monitor support models for sustained routing accuracy.
• Develop concise guides for service owners and support managers.
• Align changes to ServiceNow ITSM best practices and governance.
• Develop ServiceNow knowledge articles.

Requirements

• Minimum 3 years of ServiceNow ITSM implementation and operational experience.
• Demonstrated experience working with ServiceNow ITSM modules, including Incident Management, Service Request Management, and Knowledge Management.
• Experience with ServiceNow ITSM implementations, platform enhancements, and operational improvements initiatives.
• Proven experience executing support model improvements, including assignment group streamlining and routing optimization.
• Hands-on experience with ServiceNow knowledge management and self-service deflection.
• Proficiency in ServiceNow dashboards and reports for operational metrics.
• Foundational understanding of ServiceNow CMDB, including experience with configuration items (CIs), service mapping, and relationships.
• Experience working within large-scale enterprise ServiceNow environments.
• Strong execution focus—delivering tasks to meet defined goals and timelines.
• Strong analytical and problem-solving skills with the ability to execute platform improvements within defined timelines.

Skills

• ServiceNow Certified System Administrator (CSA) (desired)
• ServiceNow Certifications (desired)
• ITIL (desired)