ServiceNow ITSM & Configuration Management Consultant

Overview

We are seeking an experienced ServiceNow professional with strong expertise in IT Service Management (ITSM) and Configuration Management (CMDB) to support the design, implementation, and optimisation of ServiceNow solutions. The ideal candidate will have hands-on technical and functional experience and the ability to work collaboratively with stakeholders to deliver scalable and efficient ServiceNow capabilities.

Key Responsibilities

• Design, configure, and implement ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, etc.)

• Develop and maintain CMDB architecture, data models, and relationships

• Implement Discovery, Service Mapping, and CMDB governance processes

• Analyse business requirements and translate them into ServiceNow solutions

• Configure workflows, business rules, UI policies, scripts, and integrations

• Ensure data quality, accuracy, and consistency within the CMDB

• Collaborate with cross-functional teams, including IT operations and architecture

• Provide technical documentation, best practices, and knowledge transfer

• Support testing, deployment, and ongoing optimisation of ServiceNow solutions

Required Skills & Experience

• Proven experience with ServiceNow ITSM and Configuration Management (CMDB)

• Strong knowledge of ITIL processes and best practices

• Hands-on experience with ServiceNow Discovery and Service Mapping

• Experience with scripting (JavaScript, Glide API)

• Experience with integrations (REST/SOAP, APIs)

• Strong analytical and problem-solving skills

• Excellent communication and stakeholder management skills

• Ability to work independently in a fast-paced environment

Desirable Skills

• ServiceNow certifications (CSA, CIS ITSM, CIS Discovery, etc.)

• Experience in large enterprise environments

• Knowledge of Agile/DevOps ways of working

• Experience with cloud platforms (AWS, Azure, GCP)

Deliverables

• High-quality ServiceNow ITSM and CMDB implementations

• Documented architectures, workflows, and configurations

• Improved CMDB data quality and governance

• Stakeholder-aligned ServiceNow solutions