ServiceNow ITSM

Cognizant; London Colney; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Cognizant in London hybrid is seeking an experienced ServiceNow ITSM Consultant to support, administer, configure, and enhance the ServiceNow ITSM platform. You will work with IT operations and stakeholders across Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.

The role emphasizes hands-on administration, integration with REST/SOAP, and continual service improvement, with 3–7+ years of experience preferred.

Qualifications

• 3–7+ years of ServiceNow experience in enterprise environments.
• Hands-on ServiceNow ITSM with administration and configuration.
• Experience with Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• REST/SOAP integrations and ITIL understanding.
• Strong troubleshooting and analytical skills.

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.
• Create and maintain reports and dashboards.
• Support integrations with external systems via REST/SOAP APIs.
• Perform testing for enhancements, patches, and upgrades.
• Maintain technical and functional documentation.
• Identify opportunities for automation and continual service improvement.

Skills

ServiceNow ITSM

ITSM processes

Administration & config

REST/SOAP integrations

Flow Designer

Troubleshooting

ITIL knowledge

Education

ITIL certifications

ServiceNow Certifications

ITIL 4 Foundation

Tools

Flow Designer

REST API

SOAP API

Service Catalog

Job description

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.

Role: ServiceNow ITSM Consultant

Location: London (Hybrid)

Full-time employment

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.