ServiceNow ITOM Consultant

Role Overview

We are seeking an experienced ServiceNow ITOM Consultant to deliver customer-facing advisory and consulting services. The role will focus on assessing existing ITOM environments, conducting technical workshops, identifying improvement opportunities and providing best-practice recommendations to help customers maximise the value of their ServiceNow investment.

The ideal candidate will combine strong ServiceNow ITOM expertise with consulting, stakeholder management and customer advisory experience.

Key Responsibilities

• Deliver customer-facing consulting engagements focused on ServiceNow IT Operations Management (ITOM).
• Conduct discovery sessions, technical workshops, maturity assessments and advisory discussions.
• Review existing ServiceNow environments and recommend improvements aligned with ServiceNow best practices.
• Provide expert guidance across CMDB, Discovery, Service Mapping, Event Management and related ITOM capabilities.
• Assess platform architecture, configurations, data quality, operational practices and platform adoption.
• Identify technical gaps, risks, improvement opportunities and platform optimisation areas.
• Provide clear, practical recommendations to customer technical teams and leadership.
• Advise on platform adoption, maturity, governance, scalability and operational best practices.
• Collaborate with customer architects, platform owners, technical teams and service delivery stakeholders.
• Produce assessment reports, recommendations, advisory documentation and executive-level presentations.
• Participate in customer governance meetings, status reviews and continuous improvement discussions.
• Maintain up-to-date knowledge of ServiceNow ITOM and wider platform capabilities.

Required Skills and Experience

• Strong consulting and advisory experience in ServiceNow ITOM.
• In-depth knowledge of CMDB, Discovery, Service Mapping and Event Management.
• Strong understanding of ServiceNow ITOM architecture and platform capabilities.
• Experience assessing complex ServiceNow environments and recommending practical improvements.
• Experience conducting customer-facing workshops, discovery sessions and technical assessments.
• Strong stakeholder management and communication skills.
• Ability to translate technical findings into clear recommendations for technical and senior business stakeholders.
• Experience producing assessment reports and executive-level presentations.

Mandatory Certifications

• ServiceNow Certified System Administrator (CSA) – Mandatory.
• ServiceNow Certified Application Developer (CAD) – Mandatory.

Preferred Certifications

• CIS – Discovery.
• CIS – Service Mapping.
• CIS – Event Management.