Location: United Kingdom
Security Clearance: (BPSS) Clearance
Employment Type: Permanent
Linking Humans is partnering with a UK-based organisation where ServiceNow underpins Customer Experience, Technology Experience, and Employee Experience at scale. This role sits firmly between a hands-on developer and an architect and is designed for someone who can build, configure, and integrate across the platform with confidence.
This is a delivery-focused role. You will be expected to configure, integrate, and troubleshoot ServiceNow applications day to day, working across multiple modules and experience layers.
Role overview
As a ServiceNow Implementation Specialist, you will be responsible for delivering end-to-end ServiceNow capabilities across customer, employee, and technology workflows. You will work closely with senior consultants and architects while taking ownership of hands-on configuration and integration.
This role requires broad module coverage combined with strong technical depth. If your experience is limited to a single area of the platform, this role will not be a fit.
Critical capability profile
To be successful in this role, you must be strongest across:
ITSM | CSM | HRSD | ITOM | ITAM | Experience Layer | Integrations
* Lack of exposure to CSM or HRSD will significantly limit effectiveness
* Lack of ITSM, integrations, or UI capability will prevent you from meeting delivery expectations
Essential ServiceNow modules
IT Service Management (ITSM)
This is the technical backbone of the role. You must be confident in configuring and extending:
* Incident, Request, Change, and Problem Management
* CMDB alignment and service mapping dependencies
* SLAs, approvals, notifications, and service catalogue items
Most Technology Experience delivery will anchor here.
Customer Service Management (CSM)
Absolutely essential. You will be building customer-facing workflows and experiences, including:
* Customer portals
* Case management
* Omnichannel configurations
* End-to-end customer journey workflows
Hands-on CSM configuration experience is critical.
HR Service Delivery (HRSD)
Core to the Employee Experience focus. You must be able to design and configure:
* HR case management
* Employee journeys and lifecycle events
* Onboarding and transition workflows
* Employee-facing HR portals
IT Operations Management (ITOM)
Essential at an implementation level. You should understand and configure:
* Discovery
* Service Mapping
* Event Management
Deep platform engineering knowledge is not required, but you must be able to integrate ITOM with ITSM and operational workflows.
IT Asset Management (ITAM)
Essential for Technology Experience delivery. You should understand:
* Hardware and Software Asset Management concepts
* Asset lifecycles
* Integration between ITAM, CMDB, ITSM, and procurement
Employee Experience and Workplace Service Delivery
You should be comfortable delivering:
* Workplace Service Delivery
* Employee onboarding and transitions
* Employee-facing service experiences
Essential platform and technical capabilities
You are expected to configure, integrate, and troubleshoot.
* UI Builder and Service Portal
* Next Experience UI configuration
* Flow Designer and workflow automation
* IntegrationHub
* REST and SOAP APIs
* Data migration and data integrity management
* Awareness of Workflow Data Fabric and RaptorDB
Skills and experience
* Proven hands-on experience implementing ServiceNow across multiple modules
* Strong understanding of customer and employee journey design
* Proficiency in JavaScript and ServiceNow scripting fundamentals
* Experience integrating ServiceNow with external systems
* Ability to translate business requirements into working platform configuration
* Strong troubleshooting and problem-solving capability
* Comfortable working across IT, HR, and customer-facing teams
Security requirements
This role requires Baseline Personnel Security Standard (BPSS) clearance.
Additional checks may apply if you have lived outside the UK within the last three years.
Why consider this opportunity
* Broad exposure across the ServiceNow platform
* A genuinely hands-on delivery role with clear expectations
* Work across customer, employee, and technology experience use cases
* Strong investment in learning, certification, and long-term development
* Hybrid-first working with flexibility built into day-to-day delivery
If you are a ServiceNow professional who enjoys hands-on delivery, integration work, and building real-world workflows across the full platform, this role offers a strong next step.