ServiceNow PSDS Technical Consultant (12-Month Contract)

Contract Overview

We are seeking an experienced ServiceNow PSDS Technical Consultant to join our team on a 12-month contract. The successful candidate will play a key role in the design, configuration, development, integration, and implementation of ServiceNow solutions supporting Public Sector Digital Services (PSDS). You will work closely with business stakeholders, solution architects, business analysts, and project teams to deliver scalable, secure, and high-quality ServiceNow capabilities.

This role requires strong technical expertise across the ServiceNow platform, experience delivering complex implementations, and the ability to work within Agile delivery environments.

Key Responsibilities

• Design, develop, configure, and customise ServiceNow applications and modules in accordance with business and technical requirements.
• Deliver technical solutions aligned with ServiceNow best practices and platform governance.
• Configure workflows, Flow Designer, IntegrationHub, UI Builder, Service Portal, and custom applications where appropriate.
• Develop client scripts, business rules, Script Includes, UI Policies, ACLs, and scheduled jobs.
• Build and maintain integrations with third-party systems using REST, SOAP, MID Server, IntegrationHub, and APIs.
• Support the implementation and enhancement of PSDS-related ServiceNow capabilities.
• Participate in solution design workshops and technical discovery sessions.
• Produce high-quality technical documentation, including design documents, configuration guides, and deployment documentation.
• Perform unit testing, peer reviews, and support system integration and user acceptance testing.
• Troubleshoot platform issues and resolve defects in a timely manner.
• Collaborate with Solution Architects to ensure technical designs meet security, performance, and scalability requirements.
• Support release management, deployments, and post-implementation activities.
• Provide technical mentoring and knowledge transfer to internal teams where required.
• Ensure all developments comply with organisational governance, security, and ServiceNow development standards.

Required Skills and Experience

• Extensive experience developing and configuring the ServiceNow platform.
• Strong knowledge of JavaScript and ServiceNow server-side and client-side scripting.
• Experience with:
  • Flow Designer
  • IntegrationHub
  • Service Portal
  • UI Builder
  • App Engine Studio
  • Performance Analytics
  • Reporting and Dashboards
• Experience building REST and SOAP integrations.
• Knowledge of ServiceNow data model, CMDB, and platform architecture.
• Experience working with source control and update set management.
• Strong understanding of ITIL processes and ServiceNow best practices.
• Experience delivering solutions within Agile/Scrum environments.
• Excellent analytical and problem-solving skills.
• Strong stakeholder communication and documentation skills.

Desirable Experience

• Previous experience delivering ServiceNow solutions within UK Public Sector or Government environments.
• Experience with Public Sector Digital Services (PSDS) implementations.
• Experience across one or more ServiceNow products, including:
  • IT Service Management (ITSM)
  • Customer Service Management (CSM)
  • IT Operations Management (ITOM)
  • Strategic Portfolio Management (SPM)
  • HR Service Delivery (HRSD)
  • Integrated Risk Management (IRM)
• Experience implementing ServiceNow Employee Centre or Digital Workflows.
• Knowledge of DevOps and CI/CD practices for ServiceNow.
• Experience with Automated Test Framework (ATF).

Certifications

The following certifications are highly desirable:

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) in one or more product areas
• ServiceNow Certified Technical Architect (CTA) (advantageous)

Personal Attributes

• Excellent communication and stakeholder engagement skills.
• Self-motivated with the ability to work independently.
• Strong attention to detail.
• Collaborative team player.
• Ability to manage multiple priorities within a fast-paced delivery environment.
• Proactive approach to identifying and resolving technical issues.

Contract Details

• Role: ServiceNow PSDS Technical Consultant
• Contract Type: Fixed-Term Contract (12 Months) or Day Rate Contractor
• Duration: 12 Months
• Location: Hybrid / Remote (as agreed)
• Start Date: ASAP
• Engagement: Full-time
• Security Clearance: Eligibility to obtain or hold the appropriate security clearance may be required depending on the client engagement.

Job Title: ServiceNow PSDS Business Process Consultant (Contract)

Contract Type: Fixed-Term Contract / Day Rate Contract (12 Months)
Duration: 12 Months
Location: Hybrid (Client Site / Remote)
Start Date: ASAP

Role Overview

We are seeking an experienced ServiceNow PSDS Business Process Consultant to support the delivery of a major ServiceNow transformation programme within a public sector environment. The successful consultant will work closely with business stakeholders, product owners, technical teams, and delivery partners to analyse, design, and optimise business processes while ensuring alignment with the ServiceNow Platform and Public Sector Digital Services (PSDS) objectives.

This role requires a strong combination of business analysis, process improvement, stakeholder management, and ServiceNow platform knowledge to deliver efficient, user-centric digital services.

Key Responsibilities

• Lead business process discovery workshops with stakeholders across multiple business functions.
• Analyse current ("As-Is") processes and design future-state ("To-Be") processes aligned with ServiceNow best practices.
• Translate business requirements into functional requirements and user stories for Agile delivery teams.
• Facilitate process mapping using recognised methodologies (e.g. BPMN, Lean, Value Stream Mapping).
• Ensure business processes align with ServiceNow out-of-the-box capabilities wherever possible.
• Collaborate with ServiceNow Solution Architects, Developers, Platform Owners, and Test Teams throughout the project lifecycle.
• Support implementation of ServiceNow modules including:
  • IT Service Management (ITSM)
  • Customer Service Management (CSM)
  • HR Service Delivery (HRSD)
  • Integrated Risk Management (IRM)
  • Strategic Portfolio Management (SPM)
  • App Engine (desirable)
• Drive process standardisation, automation, and continuous improvement initiatives.
• Support backlog refinement, sprint planning, UAT, and business readiness activities.
• Produce high-quality documentation including:
  • Business Requirements Documents (BRDs)
  • Functional Specifications
  • Process Maps
  • User Stories
  • Acceptance Criteria
  • Standard Operating Procedures (SOPs)
• Facilitate stakeholder engagement across operational teams, senior management, and programme leadership.
• Identify process risks, dependencies, and opportunities for optimisation.
• Support organisational change and adoption activities during deployment.

Required Skills & Experience

• Proven experience as a Business Process Consultant or Senior Business Analyst on ServiceNow implementation programmes.
• Strong understanding of ServiceNow platform capabilities and implementation methodologies.
• Experience delivering digital transformation projects within public sector or regulated environments.
• Excellent business process modelling skills using BPMN or equivalent methodologies.
• Experience gathering, documenting, and validating business requirements.
• Strong stakeholder management and workshop facilitation skills.
• Experience working within Agile delivery frameworks (Scrum, Kanban, SAFe).
• Ability to bridge communication between business and technical teams.
• Excellent analytical, documentation, and communication skills.

Desirable Experience

• Experience with Public Sector Digital Services (PSDS) programmes or government digital transformation initiatives.
• ServiceNow Certified Implementation Specialist (CIS).
• ServiceNow Certified System Administrator (CSA).
• Lean Six Sigma Green Belt or Black Belt.
• Business Analysis certifications (BCS, CBAP, PMI-PBA).
• Experience with organisational change management.
• Familiarity with ITIL 4 principles and service management best practices.

Key Competencies

• Business Process Improvement
• Service Design
• Business Analysis
• Stakeholder Management
• Requirements Engineering
• Process Mapping
• Agile Delivery
• ServiceNow Platform Knowledge
• Digital Transformation
• Facilitation and Workshop Leadership
• Communication and Influencing Skills
• Problem Solving and Critical Thinking

Deliverables

The consultant will be expected to deliver:

• Current and future-state process maps.
• Business requirements and functional specifications.
• User stories with clear acceptance criteria.
• Process improvement recommendations.
• Business readiness and UAT support documentation.
• Governance and decision papers where required.
• Knowledge transfer to client teams to support long-term operational success.

Contract Details

• Contract Duration: 12 Months
• Engagement: Contract (Day Rate or Fixed-Term)
• Location: Hybrid working
• Security Clearance: Ability to obtain or hold relevant government security clearance may be required.
• Start Date: ASAP

Our client, a leading IT consultancy in Canada, are hiring a ServiceNow ITOM Developer to join their team in Quebec on a contract basis. The successful candidate will play a key role in transforming banking operations through the ServiceNow platform, working closely with business stakeholders, architects and compliance teams to deliver scalable solutions that enhance customer servicing, streamline operational processes, and meet regulatory and audit requirements.


Responsibilities

• Configure and deploy ServiceNow Financial Services Operations (FSO) solutions, including customer servicing, complaints, disputes and account onboarding.

• Design, develop and optimize banking service journeys using Process Automation Designer, playbooks and best-practice workflows.

• Configure and maintain the FSO data model, including customer, product and account-related business objects.

• Build and enhance automated workflows using Flow Designer and App Engine.

• Ensure solutions comply with regulatory, governance, audit and operational requirements.

• Integrate ServiceNow with core banking systems, CRM platforms and other enterprise applications.

• Partner with business analysts, architects and client stakeholders to translate business needs into scalable ServiceNow solutions.

• Participate in solution testing, deployment and ongoing platform enhancements to support continuous improvement.

Skillset

• Proven experience configuring the ServiceNow platform, including Flow Designer, App Engine, and platform data models.

• Hands-on experience with ServiceNow Financial Services Operations (FSO) or related ServiceNow products such as Customer Service Management (CSM) or Field Service Management (FSM).

• ServiceNow Certified System Administrator (CSA) is required.

• ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) or actively working towards certification.

• Strong understanding of banking operations, including account opening, customer servicing, complaints handling and dispute resolution.

• Ability to translate business and regulatory requirements into effective ServiceNow solutions.

• Good understanding of governance, compliance and audit requirements within the financial services sector.

• Excellent communication and stakeholder management skills, with the ability to work collaboratively across technical and business teams.