ServiceNow Configuration Analyst

Service Now Configuration Analyst
Waterloo - Hybrid Working
Full Time
Fixed Term Contract (6 Months)
Grade 3

As Service Now Configuration Analyst (Fixed Term Contract), you will be responsible for conducting a comprehensive review and analysis of Currys’ current Service Now platform configuration. Working closely with internal Service Delivery teams, IT Operations management and Infrastructure Operations teams, you will identify, document and prioritise areas for improvement across the platform – ensuring the configuration aligns with operational best practice and the needs of the business.

The minimum scope of this engagement covers the Service Catalogue, Configuration Management Database (CMDB), Service Requests and basic IT ticket creation, with the potential to extend into additional modules based on findings. You will deliver a clear set of recommendations and an actionable improvement roadmap that can be handed over to the permanent team on contract completion.

You will be responsible for the delivery of activities covering, but not restricted to, the following areas:

• Conduct a detailed review of the existing Service Now instance configuration across all in-scope modules.
• Assess the current state of the Service Catalogue, including structure, content accuracy, service ownership and end-user usability.
• Review the CMDB – including CI population, accuracy, relationships and data quality – against ITIL best practice.
• Evaluate Service Request workflows, approval chains, fulfilment processes and SLA definitions.
• Assess the IT ticket creation process, including categorisation, routing, priority assignment and escalation paths.
• Identify configuration gaps, technical debt, misalignment with ITSM best practice and opportunities for rationalisation.

• Collaborate with Service Delivery, IT Operations management and Infrastructure Operations teams to understand current pain points and business requirements.
• Facilitate structured workshops and interviews to capture stakeholder needs and validate findings.
• Act as a trusted advisor, communicating findings and recommendations clearly to both technical and non-technical audiences.
• Maintain a log of stakeholder feedback and incorporate into improvement recommendations.

• Produce clear and concise documentation of the current-state configuration, including gap analysis and risk register.
• Develop a prioritised improvement roadmap with recommendations for quick wins and longer-term enhancements.
• Provide regular progress updates to IT Operations management throughout the contract period.
• Ensure all artefacts are handed over to the permanent team in a complete and usable format at contract end.
• Highlight opportunities to improve user adoption and self-service capability through better catalogue and request design.
• Recommend governance and process improvements to maintain data quality and configuration standards going forward.
• Where appropriate, support the team in implementing agreed quick-win improvements within the contract term.

• Proven hands‑on experience with Service Now platform configuration, administration or analysis.
• Demonstrable knowledge of Service Now Service Catalogue, CMDB, Service Request Management and Incident Management modules.
• Strong understanding of ITIL service management principles and how they translate into Service Now configuration.
• Experience conducting configuration reviews, current-state assessments or platform health checks.
• Ability to identify and articulate improvement opportunities to both technical and business stakeholders.
• Experience working with IT Operations, Service Delivery and Infrastructure teams in a collaborative environment.
• Strong analytical and documentation skills – able to translate complex findings into clear, actionable recommendations.
• Experience in a retail or large enterprise environment is desirable.

• ITIL v3 or v4 Foundation certification as a minimum;
  Service Operations or higher desirable.
• Service Now Certified System Administrator (CSA) or equivalent practical experience.
• Degree-level education in a computing-related subject, or equivalent professional experience.
• 3+ years’ experience working with Service Now in a configuration, administration or analyst capacity.

We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email  and we'll do our best to help.

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