Job summary
- We are seeking an experienced Senior ITSM Advisor & ServiceNow Automation Consultant to support the stabilisation and transformation of an IT Service Management organisation.
- The successful candidate will act as a trusted advisor to IT leadership, assess the current ITSM landscape, recommend organisational and process improvements, and drive automation initiatives using the ServiceNow platform.
- This position combines strategic consulting with hands-on ServiceNow expertise to improve service quality, operational efficiency and governance.
Key responsibilities
ITSM advisory
- Act as a senior advisor to IT leadership on IT Service Management best practices
- Assess the current Service Management organisation and identify improvement opportunities
- Design and recommend a pragmatic ITSM operating model covering:
- Change Management
- Asset and Configuration Management (CMDB)
- Service Level Management
- Identity and Access Management (IAM)
- Service Request Fulfilment
- Improve governance, operational processes and overall service quality
- Define an appropriate distribution of roles, seniority levels and sourcing strategy including internal, external, local and remote resources
- Support the recruitment and onboarding of future ITSM resources
- Mentor IT teams and promote ITIL best practices
ServiceNow automation
- Identify manual and repetitive ITSM processes suitable for automation
- Design, configure and implement automation solutions within ServiceNow
- Develop workflows using Flow Designer, Integrationhub and other ServiceNow capabilities
- Improve Change Management, CMDB, Asset Management, Service Requests and related ITSM processes through automation
- Collaborate with technical teams to integrate ServiceNow with enterprise applications
- Develop dashboards, reports and KPIs to monitor operational performance
- Ensure ServiceNow configurations comply with governance, security and platform best practices
Required skills and experience
- At least eight years of experience in IT Service Management
- Strong knowledge of ITIL principles and ITSM best practices
- Proven experience assessing and improving ITSM organisations and operating models
- Hands-on experience with the ServiceNow platform
- Strong experience with ServiceNow Flow Designer, Integrationhub, workflows and automation capabilities
- Experience with Change Management, CMDB, Asset Management and Service Request processes
- Strong stakeholder-management and consulting skills
- Excellent communication and presentation skills
- Ability to combine strategic advisory responsibilities with hands-on implementation
- Preferred qualifications:
-
- ITIL Foundation certification at minimum
- ITIL Managing Professional or ITIL Expert certification is an advantage
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS) is highly desirable
- Experience delivering ITSM transformation or ServiceNow implementation programmes
Key objectives
Short-term: stabilisation
- Restore operational continuity across IT Service Management
- Improve RFC tracking, governance and CMDB data quality
- Identify and implement quick-win automation opportunities to reduce manual work
Mid-term: transformation
- Assess and redesign the ITSM operating model
- Drive automation across core ITSM processes
- Improve efficiency, governance and service delivery
- Support the definition and recruitment of future ITSM roles
- Establish a scalable, automation-first Service Management organisation
