About the Role

We’re looking for an experienced ServiceNow ITSM Business Process Consultant to join a high-performing delivery team working on large-scale digital transformation programmes for public sector and enterprise clients. The role is suited to someone who understands how IT services are delivered, not just how ServiceNow works.

You’ll act as the bridge between the business and technical teams—helping clients define, design, and optimise ITSM processes that align with ITIL best practices and get the most out of their ServiceNow investment.

What You’ll Be Doing

• Lead workshops with business and IT stakeholders to capture requirements, pain points, and future-state processes.

• Map and design ITSM processes across Incident, Problem, Change, Request, Knowledge, and CMDB.

• Translate business needs into functional designs and user stories for ServiceNow delivery teams.

• Challenge the status quo and introduce process improvements that drive measurable outcomes.

• Support configuration and testing, ensuring process design aligns with ServiceNow capabilities.

• Provide governance, documentation, and operational readiness guidance for go-live and transition.

• Collaborate with developers, architects, and project managers to ensure quality and consistency in delivery.

• Act as a trusted advisor to clients, guiding them through ITSM maturity and transformation journeys.

Skills & Experience Required

• Active Security Clearance (SC) – essential.

• 5+ years’ experience in IT Service Management consulting or ServiceNow ITSM process design.

• Strong understanding of ITIL v4 and practical application of service management principles.

• Hands-on experience supporting or designing solutions in ServiceNow ITSM (ITOM, CSDM, CMDB knowledge a plus).

• Excellent communication and stakeholder management skills – able to simplify complex topics.

• Comfortable running workshops, producing process documentation, and defining business cases for change.

• Exposure to enterprise-scale ITSM implementations, ideally in government, financial services, or regulated industries.

• ServiceNow Certified System Administrator (CSA) or ITIL certification preferred.

Why Join

• Work alongside a team of top-tier ServiceNow professionals delivering meaningful transformation projects.

• Opportunity to influence how enterprise clients deliver IT services to tens of thousands of users.

• Flexible working, transparent communication, and long-term project pipelines.