ServiceNow ITSM / ITOM Consultant, London, Hybrid

We are looking for a highly skilled ServiceNow Implementation Consultant with strong experience delivering ITSM and ITOM modules. This role will play a key part in designing, implementing, and optimising ServiceNow to support enterprise IT operations and service management processes.

We are looking for someone who can lead implementations, shape architecture, and engage with stakeholders at both technical and operational levels.

Key Responsibilities:

• ServiceNow implementation with a focus on ITSM and ITOM

• Design and configure ITSM processes including:

  • Incident Management

  • Problem Management

  • Change Management

  • Request Fulfilment

  • CMDB design and governance

• Implement ITOM capabilities including:

  • Discovery

  • Service Mapping

  • Event Management

  • Infrastructure visibility and monitoring integrations

• Work with clients to gather requirements and translate them into scalable ServiceNow solutions

• Ensure best practices around CMDB health, data models, and integrations

• Collaborate with internal teams and client stakeholders to drive successful adoption

• Provide documentation, training, and knowledge transfer

Required Experience:

• Proven hands-on experience implementing ServiceNow ITSM

• Strong experience with ServiceNow ITOM, particularly Discovery and Service Mapping

• Solid understanding of ITIL processes and enterprise IT operations

• Experience working on CMDB design, data models, and governance

• Ability to operate in client-facing environments and lead workshops

• Strong troubleshooting and problem-solving skills

Nice to Have:

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

• Experience with integrations (monitoring tools, cloud platforms, asset tools)

• Background in enterprise infrastructure or operations teams

Hybrid model, 3 days a week in London - Inside IR35