SACM & ITOM Specialist; ServiceNow

About the job you're considering

We are looking for a skilled and detail focused SACM & ITOM Specialist supporting one of our public sector clients. This role is centered on owning and managing Service Asset & Configuration Management (SACM) processes, with strong hands‑on use of Service Now IT Operations Management (ITOM) capabilities – ideal for someone who enjoys structured problem‑solving, working with data and systems, and continuously improving how technology supports business operations.

Hybrid working:
The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of company offices, client sites, and your home, noting that you will be unable to work at home 100% of the time.

• Own and drive SACM processes, ensuring accurate management of configuration items, assets, and relationships across the estate.
• Configure, implement, and maintain Service Now ITOM modules (e.g. Discovery, Service Mapping, Event Management, CMDB) to support SACM processes and data accuracy.
• Design and optimise ITOM workflows to improve operational efficiency and system visibility.
• Manage and support Asset & Configuration Management, ensuring alignment between asset data and configuration items.
• Lead governance and continuous improvement of the CMDB, ensuring completeness, accuracy and control of configuration data.
• Set up and manage Discovery schedules, patterns, and probes to populate and maintain the CMDB.
• Implement and maintain Service Mapping for critical business services.
• Configure Event Management rules, alerts, and integrations.
• Support lifecycle tracking, governance, and audit readiness of IT assets.
• Troubleshoot issues within the ITOM suite and provide clear, structured resolutions.
• Collaborate with technical and non-technical teams to gather requirements and deliver solutions.
• Document processes, configurations, and changes in a clear and accessible way.
• Continuously identify opportunities for automation and system improvements.

• Proven experience in Service Asset & Configuration Management (SACM), including ownership of CMDB and configuration processes, with strong hands‑on experience using Service Now ITOM.
• Hands‑on expertise in:
  • Discovery and Service Mapping
  • Asset & Configuration Management
  • CMDB design, governance and maintenance
  • Event Management configuration
• Strong experience managing CMDB governance, including data quality, structure and lifecycle management.
• Strong understanding of IT infrastructure (servers, networks, cloud environments).
• Ability to break down complex problems into logical steps.
• Comfortable working with structured data and systems.
• Basic scripting or development knowledge (e.g. Service Now) is beneficial.
• Clear communication skills – able to explain technical concepts in a straightforward way.
• Ability to work independently or as part of a team, with well‑defined tasks and goals.

Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who: declare they have a disability, and meet the minimum essential criteria for the role. Please opt in during the application process.

If you are successfully offered this position, you will go through a series of pre‑employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and an unspent criminal record check (known as Disclosure and Barring Service).

Some roles will also require an additional level of security clearance:

Security Check (SC) clearance
:

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

Some posts are restricted to sole UK nationals for security reasons; therefore, you may be asked about your citizenship in the application process.