At a Glance
- Tasks: Review and enhance Currys' ServiceNow platform for optimal performance.
- Company: Join a leading retail tech company with a focus on innovation.
- Benefits: Hybrid working, competitive pay, and opportunities for professional growth.
- Other info: Inclusive workplace committed to diversity and personal development.
- Why this job: Make a real impact by improving IT service management processes.
- Qualifications: Experience with ServiceNow and strong analytical skills required.
The predicted salary is between 30000 - 40000 £ per year.
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:
- 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.
- 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.
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 careers@currys.co.uk and we'll do our best to help. 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.
ServiceNow Configuration Analyst employer: Currys Ltd
At Currys, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. As a ServiceNow Configuration Analyst in Waterloo, you'll benefit from hybrid working arrangements, competitive remuneration, and opportunities for professional growth within a supportive environment. Our commitment to inclusion and diversity ensures that every employee's voice is valued, making Currys a rewarding place to advance your career while contributing to meaningful projects.
StudySmarter Expert Advice🤫
We think this is how you could land ServiceNow Configuration Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Currys Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Currys Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Currys Ltd!
✨Direct Apply to Currys Ltd
Let's not forget to apply directly through the Currys Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ServiceNow Configuration Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Currys Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Currys Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Currys Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
