ITSM & ServiceNow Improvement Consultant

Description Hands-on uplift of IT Service Management for 5 Legal IT SaaS services to improve incident readiness and process consistency aligned to existing Group ITSM expectations. The contractor will work closely with, and under the direction of, the Legal IT Platform Lead, partnering with service owners/support teams/vendors to produce practical artefacts and ServiceNow improvement specifications. Key outcomes: Deliver a current-state service inventory and a prioritised ITSM improvement backlog; produce a minimum viable service pack per SaaS (RACI/escalations, vendor engagement routes, runbooks/SOPs, comms templates, SLA/OLA view, request catalogue items where relevant); plan/facilitate 24 tabletop incident exercises with actions tracked; create knowledge/canned responses and produce ServiceNow build specs only for agreed quick wins (e.g., routing/categorisation/templates/notifications/standard changes/request flows). The ideal resource will track/support action owners and escalate b...