ServiceNow Administrator (Contract)

Location: Onsite, minimum 3 days/week (5 preferred)
Contract length: Through to end of year (dependent on budget/rate)
Type: Contract, mix of project work (approx. 80%) and BAU support (approx. 20%)

About the role

We're looking for an experienced ServiceNow Administrator to join a close-knit IT team and lead a project to clean up and optimise a ServiceNow environment that hasn't kept pace with the business. This is a hands-on role with a high degree of autonomy; you'll be supported by a PM and BA, but the technical direction and implementation will sit with you. The team has limited in-house ServiceNow expertise, so you'll be relied on to bring suggestions, not just execute someone else's brief.

What you'll be working on

Self Service Portal
Refresh the portal so it reflects current cases and incidents rather than old, closed ones; consolidate duplicate catalog categories; deploy an Employee Centre Taxonomy with mega menu navigation; build out a knowledge base layer to help users self-resolve common issues.

Service Catalog
Merge two existing service catalogs into one, removing duplicate requests and migrating legacy order forms across; improve naming, descriptions, and field structure (business justification, hostnames, etc.) to speed up ticket resolution; fill gaps in IAM and shared services requests; rework approval chains to take pressure off L1 and leadership; fix misrouted resolvers and enable multi-team SC tasks where needed.

Resolver Queues
Decommission unused resolver groups and tidy up associated links; connect resolver group access to Ping/AD groups for simpler onboarding.

Change Management
Automate closure of changes left open past their scheduled date; align network and security change processes with global approval standards; bring change automation in line with global practice more broadly.

Automation
Fix email automation that's currently generating manual closures; build archiving automation for old CIs, requests, and incidents to reduce database load; reduce repetitive manual handling wherever possible.

CI Management
Clean up unused CIs (old network adapters, software versions) to cut database bloat; improve automation around CI lifecycle for new and decommissioned hardware.

User Management
Resolve duplicate user records from a prior O365 migration; build better RBAC structures to support CI and queue management.

Platform Health
Implement ongoing maintenance practices and best-practice configurations to keep the environment in good shape going forward.

What we're looking for

High to advanced level ServiceNow Administrator experience, ideally with some development capability (Flow Designer, scripting, basic configuration work). Experience cleaning up or re-platforming a neglected ServiceNow instance is a strong plus. Comfortable working autonomously with limited internal technical oversight, and confident enough to challenge and improve existing setup rather than just maintain it. Strong communicator, since you'll be working closely with a small, collaborative IT team day to day.

Let me know if you want this trimmed down for a job ad posting versus kept full-length for internal candidate briefing, happy to do both versions.