Overview
ServiceNow ITSM Practitioner Implementer Jobs in Midrand, South Africa at SET Consulting
Position Title:
Service Now ITSM Practitioner Implementer
Team:
Enterprise / Dev Ops
Reports To:
Tech Lead Enterprise
Position Overview
The Service Now ITSM Practitioner Implementer will play a critical role in configuring, customising, and implementing Service Now ITSM and CMDB solutions to support Comsol’s internal IT service management processes and operational workflows. The role is focused specifically on the ITSM and CMDB modules within Service Now, ensuring that internal IT services are well‑managed, incidents and changes are tracked effectively, and the CMDB accurately reflects the organisation’s infrastructure and service landscape.
The ideal candidate will possess strong hands‑on expertise in Service Now ITSM configuration and implementation, with a solid understanding of ITIL processes and how they translate into Service Now workflows. This role also carries responsibility for continuously improving existing ITSM solutions, identifying inefficiencies, and implementing enhancements that improve the internal IT service experience.
Key Responsibilities
ITSM Implementation and Configuration
- Implement, configure, and maintain Service Now ITSM modules including Incident Management, Problem Management, Change Management, and Request Fulfillment.
- Configure and maintain the CMDB, ensuring accurate representation of infrastructure assets, services, and their relationships.
- Develop and maintain Service Catalog items, Record Producers, and Request Fulfillment 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 volumes.
CMDB and Asset Management
- Design and maintain the CMDB data model, including CI classes, relationships, and dependency mapping.
- Implement and maintain Discovery and Service Mapping integrations to keep the CMDB current and accurate.
- Establish and enforce CMDB data quality processes including reconciliation, deduplication, and lifecycle management.
- Support impact analysis and change risk assessment by ensuring CMDB relationship data is reliable and up to date.
- Configure CMDB‑driven automation for incident routing, change approval workflows, and service impact visibility.
System Integration and Process Automation
- Leverage Flow Designer and Integration Hub to automate ITSM workflows and streamline internal IT operations.
- Integrate ITSM/CMDB with third‑party platforms and internal systems using REST and SOAP APIs where required.
- Troubleshoot and resolve issues with existing ITSM/CMDB implementations, ensuring platform stability and performance.
- Continuously improve existing implementations by identifying inefficiencies and implementing enhancements.
- Collaborate with the rest of the Dev Ops team on API‑level integrations where ITSM/CMDB data needs to flow to other platforms.
Testing, Deployment and Support
- Conduct unit testing, user acceptance testing (UAT), and system validation for ITSM/CMDB configurations.
- Support deployments across development, staging, and production environments using Service Now update sets and application scoping.
- Troubleshoot, resolve, and document platform issues and enhancements.
- Manage and coordinate Service Now instance upgrades and patching as they relate to ITSM/CMDB modules.
Collaboration and Documentation
- Work closely with internal IT stakeholders, the enterprise tech lead, and business analysts to gather and refine ITSM/CMDB requirements.
- Create and maintain technical documentation including solution designs, configuration specifications, and user guides.
- Provide end‑user training on ITSM processes and Service Now self‑service capabilities.
- Collaborate with the CSM/SOM developer (Ronewa Lidevhele) to ensure consistent platform standards, coding conventions, and deployment practices across the shared Service Now instance.
Title: ServiceNow ITSM Practitioner Implementer
Company: SET Consulting
Location: Midrand, South Africa
Category: