Your Journey at Crowe Starts Here:

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you’re trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That’s why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.

Job Description:

ServiceNow ITSM Senior Staff

Crowe is seeking an experienced ServiceNow ITSM Senior Staff professional to support the delivery of ITIL-aligned digital workflows on the ServiceNow platform. This is a core client-facing role, requiring strong technical expertise and the ability to lead solution discussions with stakeholders.

In this hands-on role, you will design, configure, and enhance ITSM solutions that help clients modernize and optimize their service delivery operations.

Key Responsibilities

• Configure and enhance core ITSM applications (Incident, Problem, Change, Request, Knowledge, Survey, Service Catalog).

• Develop workflows, automations, and integrations using ServiceNow scripting and Flow Designer.

• Configure advanced assignment rules and on-call schedules.

• Optimize Service Operations Workspace, Employee Service Center, and Mobile experiences.

• Design and enhance Service Catalog items, SLAs/OLAs, CMDB structures.

• Understand and apply Common Service Data Model (CSDM) concepts.

• Translate business requirements into scalable, technical solutions within an Agile framework.

• Troubleshoot issues, support testing cycles, and participate in deployment activities.

• Lead client-facing workshops, gather requirements, and educate clients on ITSM and ITIL best practices for IT Service Delivery.

• Collaborate with architects and stakeholders to ensure quality delivery aligned with best practices.

• Produce clear technical documentation and contribute to continuous platform improvements.

• Demonstrate strong understanding of IT Service Delivery and ITSM/ITOM capabilities.

• Configure Service Graph Connectors and other common ITSM integrations.

Qualifications

• 3+ years of professional experience, including 2+ years of hands-on ServiceNow ITSM experience.

• Proven experience configuring and implementing core ITSM modules and workflows.

• Strong communication and documentation skills; consulting experience preferred.

• Willingness to travel up to 30% for client engagements.

Desired Skills

• Strong JavaScript skills and proficiency in ServiceNow scripting methods and APIs.

• Deep understanding of ITSM processes and ITIL-based workflow design.

• Experience with integrations (REST/SOAP), automation, and CMDB fundamentals.

• Ability to solve complex problems and work independently in a fast-paced environment.

Certifications

• ServiceNow CSA – Required

• ServiceNow CIS–ITSM – Preferred

• CAD, ITIL Foundation – Preferred

We expect the candidate to uphold Crowe’s values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.

Our Benefits:
At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!

How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:

C3 India Delivery Centre LLP formerly known as Crowe Howarth IT Services LLP is a wholly owned subsidiary of Crowe LLP (U.S.A.), a public accounting, consulting and technology firm with offices around the world. Crowe LLP is an independent member firm of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory firms in more than 130 countries around the world.

Crowe does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.