ServiceNow Package Consultant - SC Clearance Required

International Business Machines Corporation; Manchester; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working

25 days holiday

Private medical

Dental & optical cover

Employee Assistance Program

Group pension (salary sacrifice)

Job summary

International Business Machines Corporation (IBM) is seeking a ServiceNow Package Consultant to design and implement enterprise ServiceNow solutions for UK public-sector programmes. You will collaborate with clients, architects, developers and delivery teams to translate requirements into scalable configurations and integrations.

Role involves advising on best practices, supporting the full delivery lifecycle, and contributing to platform upgrades within Agile delivery environments.

Qualifications

• Experience delivering ServiceNow solutions in enterprise environments.
• Ability to translate business requirements into ServiceNow designs and configurations.
• Strong knowledge of ITSM (Incident, Problem, Change, Knowledge) processes.
• Experience with ITOM, CSM, HRSD or SPM modules.
• Proven stakeholder management and communication skills across technical and non-technical audiences.
• Experience with Agile, Scrum or DevOps delivery methodologies.
• Understanding of ServiceNow development and configuration best practices.

Responsibilities

• Gather and translate business requirements into ServiceNow solutions, user stories and designs.
• Configure and implement ServiceNow applications, workflows, automation and integrations.
• Advise clients on best practices, platform capabilities and process improvements.
• Support the full delivery lifecycle from design through post-go-live support.
• Lead client workshops and communicate with technical and non-technical stakeholders.
• Support Agile delivery, including sprint planning and backlog refinement.
• Ensure solutions meet governance, security and compliance requirements for UK public sector.

Skills

ServiceNow

JavaScript

Flow Designer

IntegrationHub

ITSM

ITOM

CSM

HRSD

SPM

Agile

DevOps

Stakeholder management

Education

ITIL 4 Foundation

CSA / CAD / ITSM certs

CTA (Desirable)

Tools

Flow Designer

IntegrationHub

Job description

You will work collaboratively with clients, ServiceNow specialists, architects, developers, project managers and wider delivery teams to design and implement solutions that meet business objectives while adhering to public-sector standards, governance and security requirements.,

Responsibilities

• Gather and translate business requirements into ServiceNow solutions, user stories and functional designs.
• Configure and implement ServiceNow applications, workflows, automation and integrations.
• Advise clients on ServiceNow best practices, platform capabilities and process improvement.
• Support the full delivery lifecycle, including design, configuration, testing, deployment and post-go-live support.
• Work collaboratively with architects, developers and delivery teams to deliver high-quality solutions.
• Facilitate client workshops and communicate effectively with technical and non-technical stakeholders.
• Support Agile delivery, including sprint planning, backlog refinement, reviews and retrospectives.
• Ensure solutions meet IBM, client and UK public-sector security, governance and compliance requirements.
• Maintain clear technical and functional documentation and support knowledge transfer.
• Promote a configuration-first approach and minimise unnecessary customisation.
• Contribute to continuous improvement, platform upgrades and ServiceNow transformation programmes.
• Maintain and comply with UK SC Security Clearance requirements when working on sensitive public-sector projects. Proven experience delivering ServiceNow implementations, configurations and enhancements in enterprise environments.

Requirements

• Strong knowledge of ServiceNow platform capabilities, workflows, automation and integrations.
• Experience translating business and technical requirements into ServiceNow solutions and functional designs.
• Understanding of ITSM processes, including Incident, Problem, Change, Request and Knowledge Management.
• Experience working with ServiceNow modules and applications relevant to client requirements.
• Strong stakeholder management and communication skills, with the ability to work with technical and non-technical audiences.
• Experience working within Agile delivery environments and multidisciplinary teams.
• Understanding of ServiceNow development and configuration best practices, including a configuration-first approach.
• Experience with testing, deployment, troubleshooting and ongoing platform support.
• Strong analytical and problem-solving skills with a focus on delivering practical, scalable solutions.
• Experience working in UK public-sector or highly regulated environments is highly desirable.

This role is subject to pre-employment screening in line with the UK Government's Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV). Preferred technical and professional experience

Preferred technical and professional experience

• Experience delivering ServiceNow solutions within UK public-sector, government or highly regulated environments.
• Experience across multiple ServiceNow modules, particularly ITSM, ITOM, CSM, HRSD or SPM.
• Experience with ServiceNow integrations, APIs, data migration and third-party systems.
• Knowledge of ServiceNow scripting, including JavaScript, Flow Designer and IntegrationHub.
• Experience supporting ServiceNow platform upgrades, releases and continuous improvement.
• Strong understanding of ITIL practices and service management principles.
• Experience working with enterprise architecture, security, governance and technical assurance processes.
• Ability to lead client workshops and provide ServiceNow consultancy and recommendations.
• Experience working within large-scale transformation programmes and multidisciplinary delivery teams.
• Knowledge of ServiceNow development standards, application lifecycle management and best-practice configuration.
• Experience with Agile, Scrum or DevOps delivery methodologies.

Desirable Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist - ITSM
• ServiceNow Certified Implementation Specialist - ITOM
• ServiceNow Certified Implementation Specialist - CSM
• ITIL 4 Foundation
• ServiceNow Certified Technical Architect (CTA)

At IBM Consulting UK FutureNow, you'll build a career at the forefront of hybrid cloud and AI, working with leading clients across the public and private sectors.

You’ll collaborate with top industry professionals, gain hands on experience with cutting edge technologies, and deliver solutions that create real business impact. From day one, you'll work on meaningful, high profile programmes that stretch your skills and accelerate your growth. We invest heavily in you--supporting continuous learning, in demand skills development, and long term career progression. You'll thrive in a flexible, inclusive environment that values curiosity, encourages reinvention, and recognises what makes you unique.

Benefits

• Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave and an innovative maternity returners scheme
• More traditional benefits, such as 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance and a group pension plan through salary sacrifice.

Your role and responsibilities As a ServiceNow Package Consultant at IBM, you will play a key role in delivering ServiceNow solutions across complex UK public-sector programmes. Working with government departments and public-sector organisations, you will help clients maximise the value of the ServiceNow platform by translating business and operational requirements into secure, scalable and maintainable solutions.