Professional Summary
Highly accomplished ServiceNow Developer & Implementation Consultant delivering end-to-end ITSM, ITOM, and SAM Pro for large public-sector and enterprise clients. Expert in stakeholder workshops, Flow Designer & BR automation, Discovery/CMDB, integrations (REST/SOAP, AD, HR), and Performance Analytics—with measurable gains in SLA compliance, cost control, and reliability.
Core Skills
ITSM
Incident, Problem, Change/CAB, Request, Knowledge, FSC.
ITOM
Discovery schedules/patterns, credentials, service maps, CMDB hygiene.
SAM Pro
Normalization, compliance, reclamation, contracts, Adobe/M365.
Automation
Flow Designer, UI Policies, BRs, IntegrationHub.
Integrations
AD, monitoring, HRIS; SCCM/Intune/JAMF; SAP/procurement.
Analytics
PA dashboards for SLA trends, coverage, and CMDB accuracy.
Experience
Home Office — ServiceNow Developer & Implementation Consultant (ITSM/ITOM)
Mar 2025 – Present
- Full-lifecycle delivery of ITSM & ITOM aligned to strategic/compliance goals.
- Stakeholder workshops → user stories + acceptance criteria; Flow Designer & BR automation.
- ITOM Discovery (schedules/patterns/creds) and CMDB service mapping.
- Integrations (AD, monitoring, HR), PA dashboards for SLA & coverage, role-based training.
Foreign & Commonwealth Development Office — ServiceNow Developer (SAM Pro)
Sep 2024 – Mar 2025
- Implemented SAM Pro across lifecycle; integrated SCCM, Intune, JAMF.
- Automated reclamation/entitlement/renewals → ~40% manual effort reduction.
- Compliance dashboards & vendor spend reports; UAT + hypercare; governance & docs.
Ministry of Justice — ServiceNow Developer & Implementation Consultant
Sep 2022 – Sep 2024
- Directed SAM Pro programme; multi-tool discovery → ~25% data-accuracy uplift.
- Automated reconciliation & renewals → ~30% manual workload reduction.
- Roadmap, mentoring, QA & E2E testing; upgrade strategy and BAU stability.
Mercedes-Benz Financial Services — APM / ITSM Implementation Consultant
Mar 2022 – Sep 2022
- APM assessment; rationalisation/migrations; ITSM framework adoption & training.
Deutsche Bank — SAM Pro Implementation Consultant
Mar 2021 – Jan 2022
- SAM Pro + ITSM workflows; dashboards for utilisation/compliance/spend; procurement APIs.
BP — ServiceNow Developer / Software Licence Manager
Oct 2020 – Feb 2021
- Enterprise inventory; phased SAM strategy; automation & vendor negotiations for savings.
NATS — ServiceNow Consultant
Feb 2020 – Apr 2020
- System validation, performance & UX enhancements, technical handover.
