ServiceNow Configuration Analyst

Role overview:

ServiceNow Configuration Analyst
Waterloo - Hybrid Working
Full Time
Fixed Term Contract (6 Months)
Grade 3

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

As ServiceNow Configuration Analyst (Fixed Term Contract), you will be responsible for conducting a comprehensive review and analysis of Currys’ current ServiceNow platform configuration. Working closely with internal Service Delivery teams, IT Operations management and Infrastructure Operations teams, you will identify, document and prioritise areas for improvement across the platform – ensuring the configuration aligns with operational best practice and the needs of the business.

The minimum scope of this engagement covers the Service Catalogue, Configuration Management Database (CMDB), Service Requests and basic IT ticket creation, with the potential to extend into additional modules based on findings.You will deliver a clear set of recommendations and an actionable improvement roadmap that can be handed over to the permanent team on contract completion.

Role overview:

You will be responsible for the delivery of activities covering, but not restricted to, the following areas:

ServiceNow Configuration Review & Analysis

• Conduct a detailed review of the existing ServiceNow instance configuration across all in-scope modules
• Assess the current state of the Service Catalogue, including structure, content accuracy, service ownership and end-user usability
• Review the CMDB – including CI population, accuracy, relationships and data quality – against ITIL best practice
• Evaluate Service Request workflows, approval chains, fulfilment processes and SLA definitions
• Assess the IT ticket creation process, including categorisation, routing, priority assignment and escalation paths
• Identify configuration gaps, technical debt, misalignment with ITSM best practice and opportunities for rationalisation

Stakeholder Engagement

• Collaborate with Service Delivery, IT Operations management and Infrastructure Operations teams to understand current pain points and business requirements
• Facilitate structured workshops and interviews to capture stakeholder needs and validate findings
• Act as a trusted advisor, communicating findings and recommendations clearly to both technical and non-technical audiences
• Maintain a log of stakeholder feedback and incorporate into improvement recommendations

Documentation & Reporting

• Produce clear and concise documentation of the current-state configuration, including gap analysis and risk register
• Develop a prioritised improvement roadmap with recommendations for quick wins and longer-term enhancements
• Provide regular progress updates to IT Operations management throughout the contract period
• Ensure all artefacts are handed over to the permanent team in a complete and usable format at contract end

Continuous Improvement

• Highlight opportunities to improve user adoption and self-service capability through better catalogue and request design
• Recommend governance and process improvements to maintain data quality and configuration standards going forward
• Where appropriate, support the team in implementing agreed quick-win improvements within the contract term

Required Skills & Experience:

• Proven hands-on experience with ServiceNow platform configuration, administration or analysis
• Demonstrable knowledge of ServiceNow Service Catalogue, CMDB, Service Request Management and Incident Management modules
• Strong understanding of ITIL service management principles and how they translate into ServiceNow configuration
• Experience conducting configuration reviews, current-state assessments or platform health checks
• Ability to identify and articulate improvement opportunities to both technical and business stakeholders
• Experience working with IT Operations, Service Delivery and Infrastructure teams in a collaborative environment
• Strong analytical and documentation skills – able to translate complex findings into clear, actionable recommendations
• Experience in a retail or large enterprise environment is desirable

Qualifications:

• ITIL v3 or v4 Foundation certification as a minimum; Service Operations or higher desirable
• ServiceNow Certified System Administrator (CSA) or equivalent practical experience
• Degree-level education in a computing-related subject, or equivalent professional experience
• 3+ years’ experience working with ServiceNow in a configuration, administration or analyst capacity

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.