Senior Specialist, IT Service Management

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Senior Specialist, IT Service Management, London

Client: BDO

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: a5f8177eb6a0

Job Views: 3

Posted: 26.04.2025

Expiry Date: 10.06.2025

Job Description:

Putting people first, every day

BDO is a firm built on positive relationships with our people and clients. We provide exceptional service, helping clients with advice and insight they can trust, in an environment that fosters personal and professional growth.

We are seeking a Senior Specialist in IT Service Management (ITSM) who can:

• Provide technical expertise in analysis, planning, design/configuration, implementation, and maintenance of the ServiceNow platform.
• Own ServiceNow products from an SME perspective, ensuring alignment with the company's vision, mission, goals, and objectives.
• Act as the main liaison between BDO IT, ServiceNow (service provider), and the ITSM integrator, supporting work management, issue resolution, escalations, and quality of service through regular meetings.
• Translate business needs into tangible work deliverables within ServiceNow, including leading/configuring workflows, modules, integrations, and scripts to improve functionality.
• Create detailed documentation for changes to ServiceNow, whether carried out internally or by ITSM integrators.
• Ensure platform changes align with BDO’s ServiceNow roadmap and objectives.
• Assist with budgeting, forecasting, and road mapping to support overall IT Strategy.
• Stay updated with technology and industry trends to aid ITSM decision-making.
• Support ITSM product decisions with operational reporting and trend analysis.
• Drive continuous improvement of ITSM, including system monitoring, alerting, and efficiency opportunities.

How do we define success for your role?

• Demonstrate BDO's core values: Integrity, Respect, and Collaboration.
• Understand client industries, challenges, and opportunities; be seen as positive, professional, and high-quality in work delivery.
• Focus on effective service delivery, sharing an inclusive and engaging work environment.
• Participate actively in adopting digital tools and strategies for an innovative workplace.
• Grow expertise through continuous learning and development.

Your experience and education

• University Degree or College Diploma in Software Engineering, Computer Science, Business Administration, or equivalent experience.
• ServiceNow CSA/CIS certification, ITIL v3 Foundation Certification, and experience with ITIL framework.
• Experience with ServiceNow, BMC, and similar ITSM tools.
• 3+ years of ServiceNow development and platform management experience.
• 3+ years of advanced Java scripting and software development experience.
• Solid understanding of networks and ITILv3-based ITSM processes (Incident, Problem, Change, Configuration, Asset Management).
• Ability to manage tables, relationships, and metadata in ServiceNow.
• Proficiency in MS Office Suite (O365).
• Excellent facilitation, presentation, verbal, and written communication skills.
• Strong analytical and time management skills, capable of managing multiple tasks under tight deadlines.
• Ability to work independently and in a team environment.
• Self-development skills to stay current with industry trends.

Experience in professional services is a plus.