Job Description

: Service Management Tools Consultant (ServiceNow Specialist)Role Title:

Service Management Tools Consultant / ServiceNow Specialist

Location:

Flexible (Onsite/Hybrid/Remote as per client needs)

Role Type/ Salary

Fixed Term Contract - 6 months - GBP 60K per annum prorated

1. Role Summary

We are seeking an experienced

Service Management Tools Consultant

with deep expertise in

ServiceNow

and strong knowledge of other IT Service Management (ITSM), IT Operations Management (ITOM), Enterprise Service Management (ESM), and workflow automation tools available in the market.

This individual will advise clients on selecting the right service management platform, develop business cases, lead tool evaluations, design future-state processes, and drive end-to-end implementation.

2. Key Responsibilities

A. Tool Strategy & Advisory

Assess client's current Service Management landscape, maturity, and requirements. Evaluate ServiceNow and alternative tools (e.g., BMC Helix, Jira Service Management, Cherwell, Freshservice, Ivanti, 4me). Conduct capability gap assessments and recommend the right-fit platform. Lead tool selection processes including demos, RFPs, scoring models, and vendor comparisons. Build business cases covering cost-benefit analysis, TCO, ROI, and licensing strategies.

B. Solution Design & Implementation

Translate business requirements into technical specifications and solution designs. Lead or support ServiceNow implementation projects across modules such as ITSM, ITOM, ITAM, CSM, HRSD, and Workflow Automation. Configure, customise, and optimise ServiceNow workflows, integrations, service catalogues, and CMDB. Manage integrations with enterprise systems (e.g., Azure AD, monitoring tools, ERP systems, HRIS tools). Ensure platform governance, best practices, and scalable architecture.

C. Stakeholder Management & Delivery

Engage with senior client stakeholders to define strategy, roadmap, and implementation plans. Advise on service management best practices (ITIL4, COBIT, ISO20000). Work closely with cross-functional teams including IT Operations, HR, Finance, Security, and third-party vendors. Lead workshops, training, UAT, and change management activities. Provide post-go-live support, optimisation, and continuous improvement recommendations.

3. Required Skills & ExperienceMust-Have:

5-10+ years of experience in

Service Management / ITSM / ESM tools

. Deep, hands-on experience with

ServiceNow

(certifications preferred). Strong knowledge of market tools including: BMC Helix Jira Service Management Cherwell / Ivanti Freshservice 4me Zendesk / Salesforce Service Cloud (optional) Experience building

business cases

, ROI/TCO models, and tool selection frameworks. Strong understanding of

ITIL v4 principles

, service processes, and operating models. Proven track record in

tool implementation

, configuration, and integrations. Excellent communication, stakeholder management, and client-facing skills.

Nice-to-Have:

ServiceNow certifications (CSA, CIS-ITSM, CIS-ITOM, HRSD, CSM, App Engine). Experience leading enterprise-scale digital transformation programs. Knowledge of workflow automation tools (Power Automate, UiPath, Automation Anywhere). Consulting experience with global clients.

4. Qualifications

Bachelor's degree in Computer Science, Information Systems, Engineering, or related discipline. ITIL v4 Foundation (preferred). ServiceNow technical/functional certifications (highly desirable).

5. Personal Attributes

Analytical thinker with strong problem-solving capabilities. Confident advisor capable of influencing senior stakeholders. Curious, proactive, and passionate about service management and digital transformation. Strong documentation and presentation skills.
Job Type: Full-time

Pay: From 60,000.00 per year

Work Location: Remote