ITSM Tooling Consultant

• Designing, installing, configuring and supporting ITSM/ESM tooling solutions
• Leading or contributing to end-to-end ITSM platform implementations
• Integrating ITSM tools with external systems and interfaces

ITSM Tooling Consultant (Mid-Senior Level) - Hybrid - London 1-2 day a week.

We are looking for mid to senior-level ITSM Tooling Consultants to join a growing digital transformation consultancy delivering large-scale ITSM and ESM implementations for major UK organisations across sectors including financial services, government and defence.

This is a hands-on technical consulting role, working closely with senior client stakeholders and ITSM platform vendors to design, configure and deliver robust, scalable ITSM solutions.

The Role

You will be responsible for delivering significant ITSM tooling implementations, working as part of a consulting team while also taking ownership of complex pieces of work. Typical responsibilities include:

• Designing, installing, configuring and supporting ITSM/ESM tooling solutions
• Leading or contributing to end-to-end ITSM platform implementations
• Integrating ITSM tools with external systems and interfaces
• Supporting discovery, automation and service optimisation initiatives
• Working closely with clients to understand requirements and translate them into effective technical solutions
• Contributing to agile delivery through epics, user stories, backlog refinement and sprint support

Skills & Experience
To be successful in this role, you will have:

• Strong hands-on experience with ITSM tooling (eg ServiceNow or similar platforms)
• A solid understanding of ITIL concepts across the service life cycle
  (ITIL v3 Foundation minimum; advanced certifications desirable)
• Experience integrating ITSM tools using REST and SOAP APIs
• Knowledge of infrastructure and application discovery tools
• Strong problem analysis, structured analysis and technical design skills
• Experience working in agile delivery environments