ServiceNow ITSM Practitioner Implementer

Responsibilities: ITSM implementation and configuration: Implement, configure, and maintain ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, and Request Fulfilment. Configure and maintain the CMDB, ensuring accurate representation of infrastructure assets, services, and their relations. Develop and maintain Service Catalog items, Record Producers, and Request Fulfilment workflows for internal IT service delivery. Configure workflows, forms, business rules, UI policies, and client scripts specific to ITSM and CMDB requirements. Ensure proper configuration of user roles, groups, and access controls (ACLs) within the ITSM/CMDB domain. Implement and maintain SLA definitions, escalation rules, and notification workflows for incident and change processes. Support Knowledge Management configuration to enable self-service resolution and reduce incident volume. CMDB and asset management: Design and maintain the CMDB data model, including CI classes, ...

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