ITSM Consultant (SC Cleared)

Duration: 3 Weeks

Location: Remote working

Rate: Negotiable

Start: ASAP

IR35 Status: Outside

An ITSM Consultant (SC Cleared) is required for our public sector client to design and implement process workflows for the fulfillment of standard changes through ServiceNow's request module.  Additionally, they also require a new catalogue item for users to request standard changes and normal changes, with associated workflows to ensure a streamlined, compliant and efficient process that aligns with ITIL best practices.

Responsibilities/Deliverables include:

Licencing Requirements

• Confirm that the Clients current licencing model covers initiating Standard Changes & Normal Changes via Request Catalogue route. This is to cover non-ITIL licenced users in ServiceNow.

Requirements Gathering and Mapping

• Collaborate with key stakeholders to define the requirements and specifications for Standard Change Requests & Normal Change Requests from Non-ITIL licenced user, including details on information needed, approval levels, and compliance requirements.

Process Workflow Creation

• Develop end-to-end workflows for handling Standard Changes in ServiceNow & Normal Changes from a Non-ITIL licenced user, covering request initiation, validation, assessment, approval, implementation, and closure.

• Ensure workflows incorporate appropriate stages of approval based on risk and impact levels, allowing for dynamic routing based on predefined criteria (e.g., department, system type).

• Integrate necessary notifications and escalations to relevant stakeholders at each stage of the workflow to enhance transparency and accountability.

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ServiceNow Catalogue Item Creation

• Create a dedicated catalogue item in ServiceNow that allows ITIL & Non-ITIL users to easily request a Standard Change, also non-ITIL users for Normal Change including all fields required for a complete and effective request.

• Configure the catalogue item to capture key details (such as description, justification, impacted systems, risk assessment, and preferred timeline), reducing the need for follow-up.

• Set up access permissions and role-based visibility for the Standard Change & Normal Change catalogue item to ensure only authorised users can submit requests.

Testing and Validation

• Conduct thorough testing of all workflows and catalogue items to verify that the Standard Change & Normal Change submitted by a non-ITIL user, processes functions as intended and meets business requirements.

• Engage end-users and change management team members in testing to gather feedback and make any necessary adjustments to improve user experience and process efficiency.

• Work closely with stakeholders and users in testing to incorporate feedback and make necessary adjustments.

Documentation and Training

• Provide comprehensive documentation, including setup, configuration, and troubleshooting guidance.

• Provide training sessions for IT staff and change management team members on the new Standard Change process & Normal Changes submitted via a non-ITIL user in ServiceNow, covering request handling, approval, and closure tasks.

To apply for this role please call Joanne Stanley - Tel: 01675 468926 or email: joanne.stanley@certes.co.uk

Certes IT Service Solutions welcome applications from all sections of the community and from people with diverse experience and backgrounds