ServiceNow SME/Technical Project Leader

ServiceNow Specialist & Project Leader

12 months

Full remote/Outside IR35

• hands-on role for someone who can meet with process/task owners, translate operational needs into workflows and platform improvements, and document processes and configurations so they are repeatable and supportable.
• The work spans customer and agent experience improvements, workflow automation, integrations/data imports, reporting/dashboards, notifications, and defect resolution.
• Meet with process owners and subject matter experts to understand objectives, pain points, and current-state processes.

ServiceNow configuration and development - Configure and develop workflows and automations using appropriate ServiceNow tools. Build and enhance customer-facing and agent-facing experiences (portals, forms, routing, and case/incident handling patterns).

Defect triage and continuous improvement - Investigate reported issues, identify root causes, and implement durable fixes. Improve reliability and observability of automations (error handling, logging, and alerting where appropriate). Maintain a clean backlog with clear prioritisation, impacts, and dependencies.

Integrations, data imports, and CMDB support - Build and maintain integrations and data imports (Import Sets, Transform Maps, scheduled jobs, data validation). Improve the quality and usability of CI/asset data, relationships, and operational context (eg, linking records and related lists).

Notifications and collaboration tooling - Configure and maintain notification rules for internal teams and customers.

Reporting and dashboards

Documentation and handover

• Strong hands-on experience as a ServiceNow developer/configurator supporting production environments.
• Proven ability to design and build workflows and service experiences (customer and/or agent oriented).
• Practical knowledge of core configuration and development mechanisms, such as:
• Flow Designer/Workflows, Business Rules, Script Includes
• UI Policies, Client Scripts
• Notifications/events, SLAs
• Record Producers and/or Catalog Items (where applicable)
• Import Sets/Transform Maps and scheduled imports
• Comfortable collaborating with non-technical stakeholders and converting discussions into build-ready work.
• Strong documentation skills

Preferred/Nice to Have

• Experience with Customer Service Management (CSM) and portal implementations.
• Integration experience with asset/facilities/DCIM-type platforms (any vendor).
• Experience implementing collaboration integrations (Slack, Teams, etc.) and routing logic.
• Familiarity with CMDB data modelling, CI relationships, and operational reporting.
• ServiceNow certifications (CSA/CAD/CIS) are a plus but not required.