ServiceNow ITSM Specialist

About the role

We are looking for a skilled ServiceNow ITSM Specialist to join our IT team. The successful candidate will govern, optimise and continuously improve IT Service Management processes across both on‑premise and cloud‑based ServiceNow environments, ensuring high‑quality service delivery.

Key responsibilities

• Manage and optimise ITSM processes, including Incident, Change, Request and Problem Management.
• Govern and enhance IT service delivery in line with ITIL best practices.
• Configure, implement and maintain ServiceNow solutions in on‑premise and cloud environments.
• Develop and implement change requests, enhancements and workflow improvements.
• Configure and maintain ServiceNow MID Servers and support system integrations.
• Design, develop and troubleshoot API and web‑service integrations with third‑party systems.
• Monitor service performance, identify improvement opportunities and recommend optimisation initiatives.
• Classify, prioritise and resolve IT service tickets while adhering to SLAs.
• Troubleshoot application, platform and integration issues in collaboration with cross‑functional teams.
• Maintain technical documentation and support governance, compliance and audit requirements.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• Strong experience with ServiceNow in both on‑premise and cloud environments.
• Solid understanding of the ITSM lifecycle and ITIL framework.
• Hands‑on experience with Incident, Change, Request and Problem Management modules.
• Experience configuring and managing ServiceNow MID Servers.
• Knowledge of REST/SOAP APIs, web services and system integrations.
• Experience implementing ServiceNow enhancements, workflows and change requests using scripting.
• Strong troubleshooting and analytical problem‑solving skills.
• Excellent communication and stakeholder management abilities.
• ServiceNow and/or ITIL certifications are a plus.

Required skills

• ServiceNow administration
• ITSM processes (Incident, Change, Request, Problem)
• ITIL framework
• ServiceNow MID Server configuration
• REST and SOAP API integration
• Web services integration
• Scripting for ServiceNow (e.g., JavaScript)