ServiceNow Technical Consultant

ServiceNow Technical Consultant / Application Developer

ITSM, CSM, Facilities and Workplace Service Delivery

Role Overview

We are looking for an experienced ServiceNow Technical Consultant / Application Developer to design, configure and deliver scalable solutions across the ServiceNow platform.

The consultant will work with customers and internal stakeholders to translate operational requirements into effective ServiceNow solutions. The role combines hands-on development, functional analysis, integration work, solution design and platform optimisation.

The position has a strong focus on:

• IT Service Management
• Customer Service Management
• Facilities Service Management
• Workplace Service Delivery
• CMDB and Common Service Data Model
• Service Catalog and Request Management
• Platform integrations and automation
• Reporting, metrics and platform health

The successful candidate will contribute throughout the delivery lifecycle, from requirements workshops and solution design through configuration, development, testing, deployment, training and post-implementation support.

Key Responsibilities

ServiceNow Solution Design and Development

• Analyse business and operational requirements and translate them into maintainable ServiceNow solutions.
• Design, configure and develop applications, workflows and platform components.
• Configure forms, tables, business rules, client scripts, UI policies, data policies and access controls.
• Develop Flow Designer workflows, subflows, actions and automated approval processes.
• Create and enhance Service Catalog items, Record Producers, Variable Sets and request fulfilment workflows.
• Develop user experiences using Service Portal and UI Builder.
• Apply ServiceNow development standards and platform best practices.
• Participate in solution reviews and contribute to technical architecture decisions.

IT Service Management

• Configure and enhance ServiceNow ITSM processes, including:
• Change Enablement
• Request Management
• Knowledge Management
• Service Catalog
• Automate ITSM processes using Flow Designer and platform capabilities.
• Configure notifications, assignment rules, approvals, metrics, dashboards and reports.
• Support the implementation and continuous improvement of ITIL-aligned processes.

Customer Service Management

• Configure ServiceNow CSM applications and customer-service processes.
• Implement case management, case categories, assignment logic and escalation workflows.
• Configure customer and consumer portals, including pages, widgets, routing and redirection.
• Develop Record Producers and guided intake experiences.
• Integrate CSM with ITSM, CMDB, knowledge and external customer-service applications.
• Improve agent productivity through workspace configuration and process automation.

Facilities and Workplace Service Delivery

• Design and configure ServiceNow solutions supporting facilities and workplace operations.
• Configure workplace requests, facilities cases and employee service experiences.
• Implement workplace service catalogues and request fulfilment processes.
• Configure workflows for facilities-related incidents, maintenance requests and service enquiries.
• Support workplace reservation processes for rooms, desks, workspaces and related workplace resources.
• Configure workplace locations, spaces, buildings and associated service information.
• Support visitor, workplace and facilities service processes where included in the customer scope.
• Integrate workplace and facilities processes with ITSM, CSM, CMDB and external systems.
• Create dashboards and operational reports covering workplace requests, facilities cases, response times and service performance.
• Work with facilities teams, workplace managers and business stakeholders to improve the employee workplace experience.

CMDB and Data Foundation

• Support the design, implementation and optimisation of the ServiceNow CMDB.
• Apply Common Service Data Model principles to ServiceNow solutions.
• Configure identification and reconciliation rules.
• Monitor and improve CMDB Health.
• Analyse and resolve duplicate, incomplete or outdated configuration data.
• Support lifecycle and status mapping for configuration items.
• Establish data-quality controls and governance processes.
• Contribute to Discovery and automated population of the CMDB.

Integrations and Data Management

• Design and develop REST and SOAP integrations.
• Configure IntegrationHub spokes, connections and credentials.
• Support MID Server-based integ