Atcon Global - Senior ITSM Advisor & ServiceNow Automation Consultant

• We are seeking an experienced Senior ITSM Advisor & ServiceNow Automation Consultant to support the stabilisation and transformation of an IT Service Management organisation.
• The successful candidate will act as a trusted advisor to IT leadership, assess the current ITSM landscape, recommend organisational and process improvements, and drive automation initiatives using the ServiceNow platform.
• This position combines strategic consulting with hands-on ServiceNow expertise to improve service quality, operational efficiency and governance.

Key responsibilities

• Act as a senior advisor to IT leadership on IT Service Management best practices
• Assess the current Service Management organisation and identify improvement opportunities
• Design and recommend a pragmatic ITSM operating model covering:
  • Change Management
  • Asset and Configuration Management (CMDB)
  • Service Level Management
  • Identity and Access Management (IAM)
  • Service Request Fulfilment
• Improve governance, operational processes and overall service quality
• Define an appropriate distribution of roles, seniority levels and sourcing strategy including internal, external, local and remote resources
• Support the recruitment and onboarding of future ITSM resources
• Mentor IT teams and promote ITIL best practices

• Identify manual and repetitive ITSM processes suitable for automation
• Design, configure and implement automation solutions within ServiceNow
• Develop workflows using Flow Designer, Integrationhub and other ServiceNow capabilities
• Improve Change Management, CMDB, Asset Management, Service Requests and related ITSM processes through automation
• Collaborate with technical teams to integrate ServiceNow with enterprise applications
• Develop dashboards, reports and KPIs to monitor operational performance
• Ensure ServiceNow configurations comply with governance, security and platform best practices

Key objectives

• Restore operational continuity across IT Service Management
• Improve RFC tracking, governance and CMDB data quality
• Identify and implement quick-win automation opportunities to reduce manual work

• Assess and redesign the ITSM operating model
• Drive automation across core ITSM processes
• Improve efficiency, governance and service delivery
• Support the definition and recruitment of future ITSM roles
• Establish a scalable, automation-first Service Management organisation

• At least eight years of experience in IT Service Management
• Strong knowledge of ITIL principles and ITSM best practices
• Proven experience assessing and improving ITSM organisations and operating models
• Hands-on experience with the ServiceNow platform
• Strong experience with ServiceNow Flow Designer, Integrationhub, workflows and automation capabilities
• Experience with Change Management, CMDB, Asset Management and Service Request processes
• Strong stakeholder-management and consulting skills
• Excellent communication and presentation skills
• Ability to combine strategic advisory responsibilities with hands-on implementation
• Preferred qualifications:

• • ITIL Foundation certification at minimum
  • ITIL Managing Professional or ITIL Expert certification is an advantage
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist (CIS) is highly desirable
  • Experience delivering ITSM transformation or ServiceNow implementation programmes