Remote ServiceNow Practitioner

Job Title: Remote ServiceNow Practitioner
Location: Remote
Duration: 6 Months
Schedule: 9/80
Pay Rate: $50.60/hr
Start Date: Immediate

What is the primary mission of this role?
o 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.
o The ServiceNow practitioners will execute platform improvements focused on routing automation, self-service deflection expansion, and operational performance monitoring.
o The role supports optimization of incident routing and reduction of ticket reassignments.
o Performs hands-on configuration analysis and operational improvements that enhance ticket resolution efficiency and reduce service desk workload.
o The ServiceNow consultant will be responsible for executing critical improvements in ServiceNow ITSM by validating service ownership, streamlining and optimizing assignment groups, and aligning routing logic to streamline support operations. The role focuses on structural improvements that support further automation and operational efficiency.

What are the main functions of this role?
o Analyze existing ServiceNow auto-assignment rules and identify inefficiencies.
o Enhance routing logic for the highest-volume services to reduce reassignment rates and service desk touches.
o Expand self-service deflection by identifying recurring incidents and updating knowledge articles.
o Optimize self-service workflows within the Service Portal to support resolution of recurring incident types and increase ticket deflection.
o Build dashboards to track key performance metrics.
o Provide monthly reports on operational efficiency improvements.
o Optimize knowledge management to support self-service and reduce repeat incidents.
o Validate and finalize service ownership mappings in ServiceNow.
o Deactivate redundant or inactive assignment groups to achieve reduction targets.
o Align support groups to validate service ownership for accurate routing.
o Analyze routing pattens to identify inefficiencies.
o Reduce default Service Desk intake routing through to minimize unnecessary SD touches.
o Develop operational guides for support teams on updated group structures and routing standards.
o Monitor support models for sustained routing accuracy.
o Develop concise guides for service owners and support managers.
o Align changes to ServiceNow ITSM best practices and governance.

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

Desired Skill Sets:
o ServiceNow Certified System Administrator (CSA)
o ServiceNow Certifications
o ITIL
o Advanced Excel, PowerBI, PowerApps, Jira

Years of Experience Required:
o Minimum 3 years of ServiceNow ITSM implementation and operational experience.

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, colour, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.