Our client is seeking an experienced ServiceNow Developer/Analyst to support, enhance, and evolve their ServiceNow platform following a major ITSM implementation. This is a strategic role focused on ensuring a stable, scalable, and efficient ServiceNow environment that supports business operations and continuous improvement.
The successful candidate will work closely with internal stakeholders, technical teams, and third-party partners to optimise workflows, manage platform upgrades, support integrations, and drive adoption across IT service processes.
KEY RESPONSIBILITIES
- Analyse business and technical requirements, define priorities, and produce clear functional and technical specifications
- Act as a key point of contact for ServiceNow-related initiatives, communicating progress, risks, and timelines to stakeholders
- Lead and support the end-to-end implementation and enhancement of ServiceNow modules (e.g. ITSM, ITOM, CMDB, CSDM)
- Configure and customise ServiceNow applications, workflows, record producers, and forms
- Provide guidance on ServiceNow best practices, platform architecture, and integration approaches
- Collaborate with business units to translate operational needs into effective technical solutions
- Manage platform upgrades and releases, including planning, testing, documentation, and knowledge transfer
- Support incident resolution, troubleshooting, and post-deployment optimisation
- Conduct workshops, training sessions, and produce supporting documentation for fulfilment teams and end users
- Maintain detailed documentation including issue logs, use cases, process diagrams, and requirements artefacts
- Perform gap analyses and recommend process and workflow improvements
- Drive a continuous improvement lifecycle across IT service processes and automation
- Share knowledge through internal sessions, coaching, and collaborative forums
KEY SKILLS & EXPERIENCE
- Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience
- 5+ years overall IT experience, with 3+ years hands-on experience delivering, developing and supporting ServiceNow platforms
- Strong knowledge of ServiceNow capabilities, modules, and data models (including ITSM, ITOM, CMDB, CSDM)
- Proven experience delivering ServiceNow solutions in complex or enterprise environments
- In-depth understanding of ITSM processes such as Incident, Problem, Change, Configuration, and Request Management
- Experience with ServiceNow configuration, customisation, and platform upgrades
- Familiarity with JavaScript, REST/SOAP integrations, and ServiceNow Studio is desirable
- Excellent analytical, problem-solving, and decision-making skills
- Strong communication and stakeholder management capabilities
- Ability to mentor, support, and collaborate across technical and non-technical teams
CERTIFICATIONS & FRAMEWORKS
- ServiceNow Certified System Administrator (CSA) required
- ServiceNow Implementation Specialist certifications highly desirable
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