Our client is seeking an experiencedServiceNow Developer/Analystto support, enhance, and evolve their ServiceNow platform following a major ITSM implementation. This is a strategic role focused on ensuring a stable, scalable, and efficient ServiceNow environment that supports business operations and continuous improvement.The successful candidate will work closely with internal stakeholders, technical teams, and third-party partners to optimise workflows, manage platform upgrades, support integrations, and drive adoption across IT service processes.Key ResponsibilitiesAnalyse business and technical requirements, define priorities, and produce clear functional and technical specificationsAct as a key point of contact for ServiceNow-related initiatives, communicating progress, risks, and timelines to stakeholdersLead and support the end-to-end implementation and enhancement of ServiceNow modules (e.g. ITSM, ITOM, CMDB, CSDM)Configure and customise ServiceNow applications, workflows, record producers, and formsProvide guidance on ServiceNow best practices, platform architecture, and integration approachesCollaborate with business units to translate operational needs into effective technical solutionsManage platform upgrades and releases, including planning, testing, documentation, and knowledge transferSupport incident resolution, troubleshooting, and post-deployment optimisationConduct workshops, training sessions, and produce supporting documentation for fulfilment teams and end usersMaintain detailed documentation including issue logs, use cases, process diagrams, and requirements artefactsPerform gap analyses and recommend process and workflow improvementsDrive a continuous improvement lifecycle across IT service processes and automationShare knowledge through internal sessions, coaching, and collaborative forumsKey Skills & ExperienceBachelor's degree in Computer Science, Information Systems, or equivalent practical experience5+ years overall IT experience, with 3+ years hands-on experience delivering, developing and supporting ServiceNow platformsStrong knowledge of ServiceNow capabilities, modules, and data models (including ITSM, ITOM, CMDB, CSDM)Proven experience delivering ServiceNow solutions in complex or enterprise environmentsIn-depth understanding of ITSM processes such as Incident, Problem, Change, Configuration, and Request ManagementExperience with ServiceNow configuration, customisation, and platform upgradesFamiliarity with JavaScript, REST/SOAP integrations, and ServiceNow Studio is desirableExcellent analytical, problem-solving, and decision-making skillsStrong communication and stakeholder management capabilitiesAbility to mentor, support, and collaborate across technical and non-technical teamsCERTIFICATIONS & FRAMEWORKSServiceNow Certified System Administrator (CSA) requiredServiceNow Implementation Specialist certifications highly desirable