ServiceNow Technical Specialist

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This is a blended technical role consolidating four specialist functions into a single multi‑disciplinary profile. The Service Now Technical Specialist operates across platform configuration, enterprise integration, and CMDB and data management, providing flexible coverage across the programme delivery team. The ideal candidate brings strong Service Now development foundations combined with hands‑on integration engineering experience and solid CMDB and Discovery knowledge, enabling them to contribute across work streams and reduce single‑point dependency on narrowly specialised resources.

Depending on programme phase and workstream demand, the Technical Specialist will contribute across the following areas:

Configure core ITSM modules including Incident, Problem, Change, Request and Knowledge Management

Build Service Catalog items and fulfilment workflows across defined complexity tiers

Configure CMDB class extensions, attributes, relationship mappings and lifecycle state transitions for Hardware Asset Management

Develop forms, views, SLA definitions and notification logic aligned to approved design standards

Maintain upgrade‑safe configuration standards and contribute to peer configuration reviews

Perform unit testing and resolve defects identified during configuration validation cycles

Design and implement secure integrations using Service Now Integration Hub, REST APIs and out‑of‑the‑box spokes

Deliver Phase 1 integrations including Microsoft Intune, JAMF and Microsoft Teams

Support Phase 2 integration waves across Forti Gate, Checkpoint, Oracle Fusion, Azure Monitor, Crowd Strike, Microsoft Defender, Beyond Trust, Cisco, MS 365, SIEM, ZTNA and IDAM solutions

Configure OAuth, token‑based authentication, certificate management and encrypted communication channels

Implement error handling, retry logic and integration health monitoring dashboards

Produce source‑to‑target field mapping documentation and integration runbooks

Execute integration testing in non‑production environments and support UAT validation activities

Support Discovery configuration using Azure‑native API integrations and service principal onboarding

Assist in CMDB data model governance including CI class definitions, attributes and Identification and Reconciliation Engine (IRE) rules

Contribute to data migration activities including field mapping, transformation and source‑to‑target reconciliation

Support data cleansing and validation cycles for endpoint, server, network device and asset records

Monitor CMDB health metrics and raise data quality issues through programme governance

Assist in configuring Service Graph Connectors and structured import mechanisms

Service Now Certified System Administrator (CSA) – required

Service Now Certified Application Developer (CAD) – required

Service Now Integration Hub accreditation or equivalent hands‑on experience – required

3+ years of hands‑on Service Now development experience

Working knowledge of Service Catalog, SLA framework and workflow automation

Experience with CMDB configuration and Hardware Asset Management module implementation

Familiarity with ITSM module configuration across Incident, Change and Request Management

Solid knowledge of REST and SOAP API design, authentication patterns and data exchange mechanisms

Hands‑on experience with Service Now Integration Hub spokes and custom API configurations

Understanding of MID Server architecture and iPaaS integration patterns

Experience with Azure‑native integration and Microsoft 365 ecosystem connectivity

Ability to implement error handling, retry logic and integration monitoring

Understanding of Service Now Discovery concepts and Azure cloud API discovery patterns

Familiarity with CMDB data…