ServiceNow Developer/Analyst New

Our client is seeking an experienced ServiceNow Developer/Analyst to support, enhance, and evolve their ServiceNow platform following a major ITSM implementation. This is a strategic role focused on ensuring a stable, scalable, and efficient ServiceNow environment that supports business operations and continuous improvement.

The successful candidate will work closely with internal stakeholders, technical teams, and third-party partners to optimise workflows, manage platform upgrades, support integrations, and drive adoption across IT service processes.

• Analyse business and technical requirements, define priorities, and produce clear functional and technical specifications
• Act as a key point of contact for ServiceNow-related initiatives, communicating progress, risks, and timelines to stakeholders
• Lead and support the end-to-end implementation and enhancement of ServiceNow modules (e.g. ITSM, ITOM, CMDB, CSDM)
• Configure and customise ServiceNow applications, workflows, record producers, and forms
• Provide guidance on ServiceNow best practices, platform architecture, and integration approaches
• Collaborate with business units to translate operational needs into effective technical solutions
• Manage platform upgrades and releases, including planning, testing, documentation, and knowledge transfer
• Support incident resolution, troubleshooting, and post-deployment optimisation
• Conduct workshops, training sessions, and produce supporting documentation for fulfilment teams and end users
• Maintain detailed documentation including issue logs, use cases, process diagrams, and requirements artefacts
• Perform gap analyses and recommend process and workflow improvements
• Drive a continuous improvement lifecycle across IT service processes and automation
• Share knowledge through internal sessions, coaching, and collaborative forums

• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience
• 5+ years overall IT experience, with 3+ years hands-on experience delivering, developing and supporting ServiceNow platforms
• Strong knowledge of ServiceNow capabilities, modules, and data models (including ITSM, ITOM, CMDB, CSDM)
• Proven experience delivering ServiceNow solutions in complex or enterprise environments
• In-depth understanding of ITSM processes such as Incident, Problem, Change, Configuration, and Request Management
• Experience with ServiceNow configuration, customisation, and platform upgrades
• Familiarity with JavaScript, REST/SOAP integrations, and ServiceNow Studio is desirable
• Excellent analytical, problem-solving, and decision-making skills
• Strong communication and stakeholder management capabilities
• Ability to mentor, support, and collaborate across technical and non-technical teams

• ServiceNow Certified System Administrator (CSA) required
• ServiceNow Implementation Specialist certifications highly desirable

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