ServiceNow ITSM

Cognizant; Greater London; Hybrid; GBP 65,000 - 95,000; Full time

Job summary

Cognizant is seeking an experienced ServiceNow ITSM Consultant to support, administer, configure, and enhance the ServiceNow ITSM platform in London on a hybrid basis. The role covers Incident, Problem, Change, Request, Knowledge and Service Catalog processes, working with IT operations and business stakeholders.

The ideal candidate will have 3–7+ years of ServiceNow experience, strong ITIL understanding, and hands-on configuration skills across the ITSM suite.

Qualifications

• 3–7+ years of ServiceNow ITSM experience in enterprise environments.
• Experience with Incident, Problem, Change, Service Catalog, Knowledge management and ITIL.
• Strong troubleshooting and analytical skills; ServiceNow administration and configuration.

Responsibilities

• Provide L2/L3 support for ServiceNow ITSM.
• Configure Service Catalog items, workflows, approvals, notifications, and SLAs.
• Troubleshoot production issues and perform root-cause analysis.
• Configure Business Rules, Client Scripts, UI Policies and ACLs.
• Support Flow Designer and workflow automation.
• Manage users, groups, roles and access.
• Create and maintain reports and dashboards.
• Support integrations using REST/SOAP APIs.
• Perform testing for enhancements, patches and upgrades.
• Maintain documentation and identify automation opportunities.

Skills

ServiceNow ITSM

Incident & Change mgmt

REST/SOAP integration

Troubleshooting

Stakeholder comms

Tools

Flow Designer

Reports & Dashboards

REST/SOAP APIs

Job description

ServiceNow ITSM Consultant

Location: London (Hybrid)

Full-time employment

Job Description — ServiceNow ITSM Consultant / Support Specialist

We are looking for an experienced ServiceNow ITSM professional to support, administer, configure, and enhance the ServiceNow ITSM platform. The candidate will work closely with IT operations and business stakeholders to ensure effective delivery of Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.

Key Responsibilities

• Provide L2/L3 support for ServiceNow ITSM.
• Manage and support Incident, Problem, Change, Request, and Knowledge Management.
• Configure Service Catalog items, workflows, approvals, notifications, and SLAs.
• Troubleshoot production issues and perform root-cause analysis.
• Configure Business Rules, Client Scripts, UI Policies, UI Actions, ACLs, and Notifications.
• Support Flow Designer and workflow automation.
• Manage users, groups, roles, and access.
• Create and maintain reports and dashboards.
• Support integrations with external systems using REST/SOAP APIs.
• Perform testing for enhancements, patches, and upgrades.
• Manage update sets and deployment activities.
• Maintain technical and functional documentation.
• Identify opportunities for automation and continual service improvement.

Good Cross-functional collaboration,team coordination, Stakeholder management and client communication.

Required Skills

• Strong hands-on ServiceNow ITSM experience.
• Good knowledge of Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• ServiceNow administration and configuration experience.
• Experience with Business Rules, Client Scripts, UI Policies, ACLs, workflows, and Flow Designer.
• Knowledge of REST/SOAP integrations.
• Understanding of ITIL processes.
• Strong troubleshooting and analytical skills.

Experience

• 3–7+ years of ServiceNow experience, preferably in enterprise production/BAU environments

Preferred Certifications

• ServiceNow Certified System Administrator.
• ServiceNow CIS – ITSM.
• ITIL 4 Foundation.