Information Technology Service Management Consultant
Posted 7 days ago by Understanding Solutions
£600 Per day
Inside
Hybrid
Hertfordshire, England, United Kingdom
Summary: The role of ServiceNow Consultant involves supporting an ITSM transformation by enhancing the user journey on the ServiceNow platform. The consultant will work closely with internal teams and external partners to drive user adoption and improve service delivery. This position requires a hands-on approach to training and user engagement, ensuring the platform meets business needs. The role is hybrid, requiring travel between London and Stevenage, and is classified as inside IR35.
Key Responsibilities:
- Own and improve the end-to-end ServiceNow user journey across ITSM processes
- Drive adoption and engagement through training, communications, and user enablement
- Work closely with internal teams and HCL to ensure delivery meets user needs
- Identify pain points in the current experience and implement practical improvements
- Lead workshops, show & tells, and user sessions to demonstrate platform capability
- Develop training materials, user guides, and knowledge transfer content
- Ensure ServiceNow “feels right” from a user perspective — simple, intuitive, effective
- Hold external partners accountable for delivery quality and user outcomes
- Support go-live, hypercare, and continuous improvement activities
Key Skills:
- Strong background working with ServiceNow ITSM (consultant, lead, or product-focused roles)
- Proven experience driving user adoption, UX, or service improvement initiatives
- Hands-on approach - comfortable delivering training, workshops, and comms
- Experience working with 3rd party vendors / service providers (e.g. HCL)
- Strong understanding of ITSM processes (Incident, Request, Change, etc.)
- Ability to bridge business users, technical teams, and external partners
- Experience working in fast-paced transformation environments with tight timelines
- Pragmatic, flexible, and delivery-focused mindset
Salary (Rate): £600 daily
City: Hertfordshire
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
ServiceNow Consultant
Contract Length: 3–6 months (initial)
Location: Hybrid (London / Stevenage travel required)
Day Rate: £600
Inside IR35
Start Date: ASAP
We’re looking for a hands-on ServiceNow Consultant to support a fast-paced ITSM transformation, moving from a legacy platform to ServiceNow. You’ll play a key role in owning and improving the end-to-end user journey, ensuring the platform is intuitive, adopted, and delivering real value to the business. This role sits between internal teams and a major delivery partner, so you’ll need to be confident driving outcomes, improving experience, and holding stakeholders to account. If you’ve led ServiceNow adoption, improved user experience, and enjoy rolling up your sleeves in a delivery-focused environment - this is a high-impact opportunity.
Key Experience Needed
- Strong background working with ServiceNow ITSM (consultant, lead, or product-focused roles)
- Proven experience driving user adoption, UX, or service improvement initiatives
- Hands-on approach - comfortable delivering training, workshops, and comms
- Experience working with 3rd party vendors / service providers (e.g. HCL)
- Strong understanding of ITSM processes (Incident, Request, Change, etc.)
- Ability to bridge business users, technical teams, and external partners
- Experience working in fast-paced transformation environments with tight timelines
- Pragmatic, flexible, and delivery-focused mindset
Key Responsibilities
- Own and improve the end-to-end ServiceNow user journey across ITSM processes
- Drive adoption and engagement through training, communications, and user enablement
- Work closely with internal teams and HCL to ensure delivery meets user needs
- Identify pain points in the current experience and implement practical improvements
- Lead workshops, show & tells, and user sessions to demonstrate platform capability
- Develop training materials, user guides, and knowledge transfer content
- Ensure ServiceNow “feels right” from a user perspective — simple, intuitive, effective
- Hold external partners accountable for delivery quality and user outcomes
- Support go-live, hypercare, and continuous improvement activities
ServiceNow Consultant
Contract Length: 3–6 months (initial)
Location: Hybrid (London / Stevenage travel required)
Day Rate: £600
Inside IR35
Start Date: ASAP