ServiceNow Technical Consultant (ITSM/CSM)
We are seeking a skilled ServiceNow Technical Consultant to support the design, configuration, and delivery of solutions across the IT Service Management (ITSM) and Customer Service Management (CSM) modules. You will work closely with architects, stakeholders, and development teams to translate business requirements into effective ServiceNow functionality. This role requires strong technical capability, excellent problem-solving skills, and hands‑on experience implementing ServiceNow solutions in enterprise environments.
Key Responsibilities
* Configure, customise, and enhance ServiceNow ITSM and CSM modules.
* Support solution design activities, working with architects and business analysts.
* Develop workflows, business rules, client scripts, integrations, and UI components.
* Translate business requirements into technical specifications and configuration tasks.
* Participate in workshops with stakeholders to define process improvements and platform capabilities.
* Assist in the integration of ServiceNow with external systems (REST, SOAP, MID Server).
* Support testing, UAT, defect resolution, and go‑live activities.
* Maintain platform standards, documentation, and best practices.
* Provide technical expertise to clients and internal teams during implementation.
* Troubleshoot issues and provide ongoing platform support as required.
Required Skills & Experience
* Practical experience as a ServiceNow Technical Consultant, Developer, or similar role.
* Hands‑on expertise with ServiceNow ITSM (Incident, Problem, Change, Request, CMDB).
* Experience configuring and supporting CSM workflows, case management, and portals.
* Strong understanding of the ServiceNow platform, data model, and system architecture.
* Ability to build and customise:
o Business rules
o Client/server scripts
o UI policies and UI actions
o Workflows and Flow Designer
o Integrations (REST, SOAP, MID Server)
* Knowledge of ITIL processes and service management best practices.
* Experience working in Agile or hybrid delivery environments.
* Strong communication skills and ability to engage both technical and non‑technical stakeholders.
* Ability to produce clear documentation and maintain high technical quality standards.
Desirable Skills
* ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM, CAD).
* Experience with additional modules (ITOM, HRSD, workflows, IntegrationHub).
* Knowledge of JavaScript, HTML, CSS, or related web technologies.
* Previous consulting or professional services experience.
* Exposure to cloud environments (Azure, AWS, GCP).
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Successful applicants will be required to be security cleared prior to appointment, which can take up to a minimum of 10 weeks.
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally and welcome applications from all sections of the community and people with diverse experience and backgrounds.
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