ServiceNow Technical Consultant

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

What You Will Be Doing:

• Design, develop, configure, and implement solutions on the ServiceNow platform.

• Analyze business requirements and translate them into scalable technical solutions.

• Configure and customize ServiceNow applications, workflows, business rules, UI policies, client scripts, and ACLs.

• Develop integrations between ServiceNow and third-party platforms using REST, SOAP, APIs, and web services.

• Collaborate with clients and stakeholders to gather requirements, provide technical recommendations, and define best practices.

• Support implementations across ServiceNow modules including ITSM, ITOM, HRSD, CSM, FSM, and related solutions.

• Perform unit testing, support UAT activities, and troubleshoot production issues.

• Create and maintain technical documentation, solution designs, and process workflows.

• Provide ongoing support, maintenance, and optimization of ServiceNow applications.

• Stay current with ServiceNow releases, capabilities, and industry best practices.

What You Will Bring:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

• 3+ years of hands-on ServiceNow experience.

• Proven experience designing, developing, and implementing ServiceNow solutions.

• Strong knowledge of ServiceNow development best practices, architecture, and platform capabilities.

• Proficiency in JavaScript, HTML, CSS, and ServiceNow scripting.

• Experience with ServiceNow integrations, including REST APIs, SOAP services, and web services.

• Strong problem-solving, communication, and stakeholder management skills.

• Ability to work directly with clients and translate business requirements into technical solutions.

• Knowledge of ITIL processes and service management concepts preferred.

Certifications:

• ServiceNow Certified System Administrator (CSA) preferred.

• ServiceNow Certified Application Developer (CAD) and/or Certified Implementation Specialist (CIS) highly desirable.

Preferred Qualifications:

• Experience with Customer Service Management (CSM), ITSM, ITOM, HRSD, FSM, or other ServiceNow modules.

• Experience with contact center and CX technologies such as Genesys, NICE CXone, Amazon Connect, Salesforce, Microsoft Dynamics, or Cisco platforms.

• Experience with CTI, IVR, and enterprise application integrations.

• Familiarity with Agile/Scrum delivery methodologies.