ITSM & ServiceNow Improvement Consultant

DescriptionHands-on uplift of IT Service Management for 5 Legal IT SaaS services to improve incident readiness and process consistency aligned to existing Group ITSM expectations. The contractor will work closely with, and under the direction of, the Legal IT Platform Lead, partnering with service owners/support teams/vendors to produce practical artefacts and ServiceNow improvement specifications.

Key outcomes: Deliver a current-state service inventory and a prioritised ITSM improvement backlog; produce a minimum viable “service pack” per SaaS (RACI/escalations, vendor engagement routes, runbooks/SOPs, comms templates, SLA/OLA view, request catalogue items where relevant); plan/facilitate 2–4 tabletop incident exercises with actions tracked; create knowledge/canned responses and produce ServiceNow build specs only for agreed quick wins (e.g., routing/categorisation/templates/notifications/standard changes/request flows). The ideal resource will track/support action owners and escalate blockers to the Platform Lead. All approvals for process/ServiceNow/SLAs changes sit with the Platform Lead. Final output includes a handover pack to BAU.

SkillsIT Service ManagementService Managementlegalincident improvenesscreating service packs

Job Title: ITSM & ServiceNow Improvement Consultant

Location: Birmingham, UK

Rate/Salary: 350.00 - 425.00 GBP Daily

Job Type: Contract

Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.

If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at https://www.allegisgroup.com/en-gb/privacy-notices. To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to https://www.allegisgroup.com/en-gb/privacy-notices. We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice at https://www.allegisgroup.com/en-gb/privacy-notices for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. If you are resident in the UK, EEA or Switzerland, we will process any access request you make in accordance with our commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.