ServiceNow ITSM Consultant

Location: Remote from Bulgaria

Company

hirify.global provides ServiceNow capabilities covering ITSM process improvement, service-request workflows, integrations, automation, and implementation.

What you will do

• Analyse and document IT service management requirements and lead workshops with business and IT stakeholders.
• Design and optimise ServiceNow ITSM processes covering incident, problem, change, request, service catalog, knowledge, and service level management.
• Define functional workflows, approvals, SLAs, escalations, business rules, reporting, KPIs, and dashboard requirements.
• Translate business needs into functional specifications, user stories, service catalog requirements, and request fulfilment processes.
• Work with ServiceNow developers and architects during implementation and support UAT, process validation, release management, and go-live.
• Prepare documentation, provide training and knowledge transfer, and identify opportunities for standardisation, automation, and continuous improvement.

Requirements

• 4+ years of experience with ServiceNow and strong ITSM expertise.
• Strong understanding of ITIL principles, ServiceNow workflows, approvals, SLAs, and assignment models.
• Hands-on experience with Incident, Problem, Change, Request, Service Catalog, Knowledge, and Service Level Management.
• Experience gathering requirements, managing stakeholders, translating business requirements into functional designs, and working with technical development teams.
• Experience with Agile/Scrum methodologies, strong analytical and problem-solving skills, and excellent communication and presentation skills.
• Good written and spoken English; the role is remote from Bulgaria.

Nice to have

• CMDB knowledge and experience with service-management process alignment.
• ServiceNow CSA or CIS-ITSM certification.
• ITIL certification.

Culture & Benefits

• B2B or CoW contract options; additional cafeteria, meal contributions, life insurance, personal-event bonuses, and volunteering days are available with an employment contract.
• Internal mobility, career growth, job rotations, and diverse projects and technologies.
• Learning courses, certifications, technical and personal training, language courses, and participation in IT events.
• Multisport, referral rewards, and long-term cooperation recognition through the hirify.global Club.
• CSR events and team-building activities focused on accountability, partnership, and expertise.