Senior ITSM Advisor & ServiceNow Automation Consultant

Position: Atcon Global - Senior ITSM Advisor & ServiceNow Automation Consultant
Location: Diegem

Job summary

We are seeking an experienced Senior ITSM Advisor & Service Now Automation Consultant to support the stabilisation and transformation of an IT Service Management organisation.

The successful candidate will act as a trusted advisor to IT leadership, assess the current ITSM landscape, recommend organisational and process improvements, and drive automation initiatives using the Service Now platform.

This position combines strategic consulting with hands-on Service Now expertise to improve service quality, operational efficiency and governance.

Key responsibilities

ITSM advisory

Act as a senior advisor to IT leadership on IT Service Management best practices

Assess the current Service Management organisation and identify improvement opportunities

Design and recommend a pragmatic ITSM operating model covering:

Change Management

Asset and Configuration Management (CMDB)

Service Level Management

Identity and Access Management (IAM)

Service Request Fulfilment

Improve governance, operational processes and overall service quality

Define an appropriate distribution of roles, seniority levels and sourcing strategy including internal, external, local and remote resources

Support the recruitment and onboarding of future ITSM resources

Mentor IT teams and promote ITIL best practices

Service Now automation

Identify manual and repetitive ITSM processes suitable for automation

Design, configure and implement automation solutions within Service Now

Develop workflows using Flow Designer, Integrationhub and other Service Now capabilities

Improve Change Management, CMDB, Asset Management, Service Requests and related ITSM processes through automation

Collaborate with technical teams to integrate Service Now with enterprise applications

Develop dashboards, reports and KPIs to monitor operational performance

Ensure Service Now configurations comply with governance, security and platform best practices

Required skills and experience

At least eight years of experience in IT Service Management

Strong knowledge of ITIL principles and ITSM best practices

Proven experience assessing and improving ITSM organisations and operating models

Hands-on experience with the Service Now platform

Strong experience with Service Now Flow Designer, Integrationhub, workflows and automation capabilities

Experience with Change Management, CMDB, Asset Management and Service Request processes

Strong stakeholder-management and consulting skills

Excellent communication and presentation skills

Ability to combine strategic advisory responsibilities with hands-on implementation

Preferred qualifications:

ITIL Foundation certification at minimum

ITIL Managing Professional or ITIL Expert certification is an advantage

Service Now Certified System Administrator (CSA)

Service Now Certified Implementation Specialist (CIS) is highly desirable

Experience delivering ITSM transformation or Service Now implementation programmes

Key objectives

Short-term: stabilisation

Restore operational continuity across IT Service Management

Improve RFC tracking, governance and CMDB data quality

Identify and implement quick-win automation opportunities to reduce manual work

Mid-term: transformation

Assess and redesign the ITSM operating model

Drive automation across core ITSM processes

Improve efficiency, governance and service delivery

Support the definition and recruitment of future ITSM roles

Establish a scalable, automation-first Service Management organisation