Careers & Open Roles | Nath Consulting Services

ServiceNow Business Analyst – CMDB

Experience: 3–6 Years | Location: Remote

NCS is looking for a ServiceNow Business Analyst with strong functional expertise in CMDB, Discovery, and MID Server.

The ideal candidate should have experience as a CMDB Analyst, Functional Consultant, or Business Analyst in the ServiceNow ecosystem. This role requires someone who can work directly with clients and stakeholders, understand business requirements, document them clearly, and coordinate effectively with internal technical teams.

Roles and Responsibilities

Gather, understand, and validate business requirements related to CMDB and IT Asset Management.
Create BRDs, FRDs, user stories, acceptance criteria, and process flow documentation.
Act as the bridge between client stakeholders and internal technical teams.
Analyze CMDB data models, CI class structures, and CI relationships.
Support Discovery configuration, MID Server setup, and functional troubleshooting.
Conduct gap analysis between current-state configurations and desired outcomes.
Recommend improvements for CMDB data quality, CI relationships, and process alignment.
Facilitate UAT, sprint demos, walkthroughs, and stakeholder sign-offs.
Support data integrity, CI health, and CMDB governance within the ServiceNow environment.

Required Skills

3–6 years of experience as a Business Analyst, CMDB Analyst, or Functional Consultant in ServiceNow.
Strong functional knowledge of ServiceNow CMDB, including CI classes, relationships, and data model design.
Good understanding of ServiceNow Discovery and MID Server.
Experience in client-facing requirement gathering and stakeholder management.
Strong knowledge of ITIL processes, especially Incident, Change, Asset, and Configuration Management.
Ability to write BRDs, FRDs, user stories, process flows, and functional documentation independently.
Strong communication skills for working with global stakeholders across time zones.

Good to Have

ServiceNow Certified System Administrator or ITIL Foundation certification.
Exposure to ServiceNow ITAM, SAM, or HAM modules.
Familiarity with Common Service Data Model.
Experience working in Agile or Scrum delivery environments.
Experience supporting CMDB governance, data quality, or CI lifecycle improvement initiatives.

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ServiceNow Administrator - Senior

Experience: 8+ Years | Employment Type: Full-time | Location: Remote

We are looking for a seasoned ServiceNow Administrator who has owned a platform end-to-end — not just kept the lights on. This is not a power-user role. You will be responsible for scripting, upgrades, integrations, security governance, and architectural decisions. You will be expected to have war stories, strong opinions, and the judgment to know when not to build something.

Scripting & Development (Fastest filter)

Author and maintain complex Business Rules, Script Includes, Client Scripts, and UI Policies — and understand their performance implications.
Know where Business Rules cause cascading problems and how to avoid recursive triggers.
Use Flow Designer appropriately but understand its limitations; know when server-side scripting is the right choice.
Write clean, documented GlideRecord queries and optimize for large data sets.
Debug production issues using background scripts, logs, and session debugger.

Upgrade & Instance Lifecycle Management (Senior signal)

Manage end-to-end upgrade cycles: pre-upgrade checklist, plugin compatibility review, test instance validation, post-upgrade monitoring.
Handle skipped plugins, failed upgrade monitors, and post-clone data scrubbing.
Maintain sub-production instance hygiene (dev, test, UAT) and manage cloning schedules.
Document upgrade findings and build institutional knowledge for recurring upgrade cycles.
Own the rollback plan and communicate upgrade risk clearly to stakeholders.

Integrations & External Connectivity (Required depth)

Design and maintain REST/SOAP integrations using Integration Hub, Scripted REST APIs, and Import Sets.
Troubleshoot integration failures: authentication errors, payload mismatches, transform map logic.
Understand OAuth 2.0, API key management, and certificate-based authentication within ServiceNow.
Build and support MID Server configurations for on-premise connectivity where required.
Own at least one complex, business-critical integration from design through production support.

Security, Access Control & Data Governance (Risk-critical)

Configure and audit ACLs at table, field, and record level — and understand the difference between each.
Identify and remediate ACL misconfigurations that could expose sensitive records or fields.
Design role hierarchies using groups, roles, and contains-roles inheritance without over-permissioning.
Conduct periodic access reviews and flag orphaned roles, over-broad admin grants, or stale service accounts.
Understand data classification requirements and enforce them through platform controls.

Architectural Judgment & Platform Governance (Separates senior from junior)

Make deliberate decisions about when to use Flow Designer vs. scripting, and articulate the tradeoffs clearly.
Respect the ServiceNow data model; avoid direct table manipulation that bypasses business logic.
Evaluate customisation vs. configuration tradeoffs with long-term upgrade health in mind.
Own the update set strategy: naming conventions, testing gates, and peer review before promotion to production.
Mentor junior admins and document decisions so institutional knowledge doesn't leave with individuals.

Nice to Have

CSA or CIS certification
ITSM, ITOM, or HRSD module ownership
Experience with ServiceNow Performance Analytics
CMDB design and CI relationship mapping
Agile/Scrum delivery experience
Exposure to SPM or SecOps modules
Familiarity with ServiceNow ATF (Automated Test Framework)

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Senior ServiceNow Developer

Experience: 8+ Years | Employment Type: Full-time | Location: Remote

We are looking for a highly skilled Senior ServiceNow Developer with deep hands-on expertise across CMDB, HAM Pro, SAM Pro, Discovery, and Agent Client Collector. The ideal candidate is proficient in JavaScript, experienced in building complex automations and integrations, and capable of supporting remediation efforts across key ServiceNow modules while following platform best practices.

Role Overview

As a Senior ServiceNow Developer, you will play a critical role in developing, maintaining, and optimizing ServiceNow solutions across multiple modules. You will lead scripting efforts, build workflows and automation, and support ongoing remediation work for HAM, SAM, CMDB, Discovery, and ACC implementations.

Responsibilities

Developing and maintaining Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, and GlideRecord queries.
Building workflows and automation using Flow Designer, Scripted REST APIs, and IntegrationHub.
Debugging and optimizing scripts following ServiceNow best practices.
Supporting remediation work across HAM, SAM, CMDB, Discovery, and ACC modules.
Working through an existing list of identified issues across implemented modules.

Preferred Qualifications

Strong proficiency in JavaScript with hands-on ServiceNow development experience.
Familiarity with CMDB, HAM Pro, SAM Pro, Discovery, and Agent Client Collector.
Experience with IntegrationHub and Scripted REST APIs.
Strong problem-solving and debugging capabilities.

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User Support Technician

Experience: 2–4 Years | Employment Type: Full-time | Location: Remote

NCS is looking for a dedicated User Support Technician to provide first-line and second-line technical support, troubleshoot incidents, and resolve IT service requests efficiently within a fast-paced enterprise environment.

Roles and Responsibilities

Handle incoming service desk tickets via ServiceNow, prioritizing and resolving incidents related to hardware, software, network connectivity, and access rights.
Provide remote technical support for end-users across multiple geographies and time zones, utilizing remote desktop and collaboration tools.
Manage user identity and access lifecycles, including password resets, account provisioning, permission adjustments, and MFA configurations.
Troubleshoot standard productivity software (Microsoft 365, Google Workspace, VPN clients) and enterprise endpoints (Windows/macOS).
Document troubleshooting steps, root causes, and resolutions clearly within ticketing notes to build knowledge base articles.
Escalate complex or high-severity technical issues to tier-2/tier-3 infrastructure or development teams with accurate diagnostic data.
Meet or exceed service level agreements (SLAs), first-contact resolution (FCR) targets, and customer satisfaction (CSAT) ratings.

Required Skills & Qualifications

2–4 years of experience in an IT help desk, technical support, or desktop support role.
Strong foundational knowledge of IT service management (ITSM) concepts and ticketing systems (specifically ServiceNow).
Familiarity with Active Directory, Azure AD/Entra ID, and basic identity management principles.
Hands-on experience troubleshooting Windows 10/11, macOS, mobile devices, and standard office applications.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN clients, and Wi-Fi troubleshooting).
Exceptional communication, customer service, and interpersonal skills with a strong customer-first mindset.

Nice to Have

CompTIA A+, ITIL Foundation, or Microsoft 365 Certified Fundamentals certifications.
Experience supporting remote workforces using enterprise MDM (Mobile Device Management) tools.
Familiarity with basic script troubleshooting (PowerShell or Bash) for automation tasks.

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ServiceNow QA Engineer

Experience: 4–6 Years | Employment Type: Full-time | Location: Remote

Seeking a detail-oriented, analytical ServiceNow QA Engineer to design, execute, and automate test cases for continuous platform upgrades, custom applications, and core module integrations.

Roles and Responsibilities

Create and maintain robust Automated Test Framework (ATF) test suites within ServiceNow to validate forms, workflows, and server-side logic.
Perform comprehensive functional, regression, integration, and security testing prior to major production releases and semi-annual platform upgrades.
Translate business requirements and user stories into detailed test plans, test scenarios, and edge-case validation scripts.
Collaborate closely with developers, business analysts, and administrators to isolate defects, verify bug fixes, and ensure root causes are addressed.
Validate integrations across external systems, APIs, MID Servers, and data imports to ensure transform maps and payloads handle errors gracefully.
Maintain test documentation, execution logs, and defect tracking reports within agile sprint cycles.

Required Skills & Qualifications

4–6 years of software quality assurance experience, with at least 2–3 years specifically dedicated to testing ServiceNow implementations.
Hands-on expertise utilizing ServiceNow's Automated Test Framework (ATF) for end-to-end testing automation.
Solid understanding of ServiceNow platform architecture, core tables, data dictionaries, and update sets.
Experience testing core modules such as ITSM (Incident, Change, Problem), CMDB, or ITOM/HAM.
Familiarity with API testing tools (Postman, SoapUI) and verifying REST/SOAP integration responses.
Strong problem-solving, bug tracking, and analytical documentation skills.

Nice to Have

ServiceNow Certified System Administrator (CSA) or Automated Test Framework (ATF) micro-certification.
Experience implementing CI/CD pipelines alongside automated test scripts.
Familiarity with Agile/Scrum methodologies and Jira/Confluence tracking environments.

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Service Desk Lead

Experience: 6–8 Years | Employment Type: Full-time | Location: Remote

Looking for an experienced, operations-focused Service Desk Lead to manage tier-1 and tier-2 support workflows, monitor real-time SLAs, drive incident resolution efficiency, and mentor a growing team of support technicians.

Roles and Responsibilities

Oversee daily service desk queue metrics, response times, first-contact resolution (FCR), and incident/request resolution rates within ServiceNow.
Manage escalation pathways, ensuring high-priority or critical incidents are triaged and routed to appropriate technical teams immediately.
Conduct training sessions, onboarding programs, and continuous performance coaching for support team members.
Audit support documentation and knowledge base (KB) articles to maintain high accuracy and encourage self-service adoption.
Analyze recurring incident trends and root-cause indicators to suggest proactive platform or process improvements.
Collaborate with IT management to define, track, and report on SLA compliance, team KPIs, and customer satisfaction (CSAT) metrics.

Required Skills & Qualifications

6–8 years of experience in IT support, with at least 2–3 years in a leadership, team lead, or supervisory role within an enterprise service desk.
Deep expertise in ITIL framework principles (Incident, Problem, Request Fulfillment, and Event Management).
Hands-on familiarity administering or managing queues and reporting within ServiceNow ITSM.
Strong analytical capability to track operational metrics, queue backlogs, and resource allocation.
Exceptional communication, conflict resolution, and stakeholder management skills.

Nice to Have

ITIL 4 Managing Professional or ITIL Intermediate certifications.
ServiceNow Certified System Administrator (CSA) certification.
Experience implementing shift-left strategies and automation for tier-0/tier-1 support teams.

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