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 ITSM Advisory

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.

ServiceNow Automation

• 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 Short-Term: Stabilisation

• 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.

Mid-Term: Transformation

• 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.