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Service Management Tools Specialist

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Whitehall Resources Ltd

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Location:
United Kingdom

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

We are seeking an experienced Service Management Tools Consultant with deep expertise in ServiceNow and strong knowledge of other IT Service Management (ITSM), IT Operations Management (ITOM), Enterprise Service Management (ESM), and workflow automation tools available in the market. This individual will advise clients on selecting the right service management platform, develop business cases, lead tool evaluations, design future-state processes, and drive end-to-end implementation.

Job Responsibility:

  • Assess client’s current Service Management landscape, maturity, and requirements
  • Evaluate ServiceNow and alternative tools (e.g., BMC Helix, Jira Service Management, Cherwell, Freshservice, Ivanti, 4me)
  • Conduct capability gap assessments and recommend the right-fit platform
  • Lead tool selection processes including demos, RFPs, scoring models, and vendor comparisons
  • Build business cases covering cost-benefit analysis, TCO, ROI, and licensing strategies
  • Translate business requirements into technical specifications and solution designs
  • Lead or support ServiceNow implementation projects across modules such as ITSM, ITOM, ITAM, CSM, HRSD, and Workflow Automation
  • Configure, customise, and optimise ServiceNow workflows, integrations, service catalogues, and CMDB
  • Manage integrations with enterprise systems (e.g., Azure AD, monitoring tools, ERP systems, HRIS tools)
  • Ensure platform governance, best practices, and scalable architecture
  • Engage with senior client stakeholders to define strategy, roadmap, and implementation plans
  • Advise on service management best practices (ITIL4, COBIT, ISO20000)
  • Work closely with cross-functional teams including IT Operations, HR, Finance, Security, and third-party vendors
  • Lead workshops, training, UAT, and change management activities
  • Provide post-go-live support, optimisation, and continuous improvement recommendations

Requirements:

  • 5-10+ years of experience in Service Management / ITSM / ESM tools
  • Deep, hands-on experience with ServiceNow (certifications preferred)
  • Strong knowledge of market tools including: BMC Helix, Jira Service Management, Cherwell / Ivanti, Freshservice, 4me, Zendesk / Salesforce Service Cloud (optional)
  • Experience building business cases, ROI/TCO models, and tool selection frameworks
  • Strong understanding of ITIL v4 principles, service processes, and operating models
  • Proven track record in tool implementation, configuration, and integrations
  • Excellent communication, stakeholder management, and client-facing skills

Nice to have:

  • ServiceNow certifications (CSA, CIS-ITSM, CIS-ITOM, HRSD, CSM, App Engine)
  • Experience leading enterprise-scale digital transformation programs
  • Knowledge of workflow automation tools (Power Automate, UiPath, Automation Anywhere)

Additional Information:

Job Posted:
December 30, 2025

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