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IT Support Technician Salary: £35,000 per annum, plus benefits Location: Newcastle My client, based in Newcastle, is in the technology space and is embarking on a period of sustained and aggressive growth, spearheaded by the appointment of an industry recognised Commercial Director, and backed by a well-funded established parent company. Due to their continued growth, they are seeking an IT Support Technician, with exposure to both 1st and 2nd Line IT support, ideally with an IT MSP background. The Role • Act as the first line of support for IT issues via phone, email, and ticketing systems., • Troubleshoot hardware, software, and network problems, escalating when required., • Manage user accounts and access rights in Microsoft 365 and Active Directory., • Configure and support desktops, laptops, and mobile devices., • Keep tickets updated and resolved in line with SLAs., • Assist with IT projects, rollouts, and system improvements. The Person • Proven experience in an IT support or service desk role., • Strong knowledge of Windows OS, Microsoft 365, and Active Directory., • Good understanding of networking basics (DNS, DHCP, VPN, TCP/IP)., • Familiarity with ITSM tools (ServiceNow, Freshservice, etc.)., • Excellent troubleshooting and problem-solving skills., • Customer-focused with strong communication skills. This is a fantastic opportunity to join a rapidly growing and ambitious organisation at an exciting time with genuine opportunities for career development and progression. Alongside this, their supportive environment and culture is designed to develop talent, with an ongoing commitment to your personal and professional development, with continuous product training at the heart of their offering. The role office based from their Newcastle HQ and will involve site visits to clients. With this in mind, a driving licence and access to your own vehicle is essential in order to be considered for the role. If you feel you have the qualities they seek, please forward your CV and covering letter indicating your current package to Graeme Parker at GEM Partnership or for a discreet conversation call their Peterlee office. Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion. We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles. GEM Partnership are acting as an employment agency on this exclusive project.

The Opportunity: Join our MeTS Settlement and Specialist Services Business Unit as a Mainframe Application Support Team Leader, where you'll lead a dynamic team of on-shore and off-shore professionals supporting critical mainframe systems for the UK Rail Industry. This role offers the opportunity to manage day-to-day operations whilst utilising your own technical skills to deliver enhancements and BAU support tasks as well as develop strategic expertise to drive modernisation initiatives for our key railway customers. This role is a remote working role (Mainland UK based) although there is an expectation that the candidate will attend the monthly team collaboration day in Chester and also be available for occasional visits to customer sites or Worldline sites as required. Day-to-Day Responsibilities: • Managing team workload and ensuring that at least 98% of ServiceNOW tickets are handled within SLA requirements., • Report progress and escalate risks and issues to Specialist Services Operational Team manager and customer stakeholders as required., • Develop own application knowledge alongside team leading activities in order to contribute to BAU support tasks and also to support strategic initiatives., • Attend monthly service reviews with customers and represent the team professionally., • Participate in problem management Root Cause Analysis (RCA) investigations and represent changes at Change Approval Board (CAB) meetings as necessary., • Perform on-call support as part of rota once familiar with the applications., • Review test plans and results from team members, ensuring quality delivery., • Prepare estimates and proposals in response to customer enhancement requests., • Provide team members with opportunities to discuss their individual performance and career goals through monthly 1:1s and annual performance reviews, all delivered in a psychologically safe manner., • Provide guidance and mentorship to junior team members on complex technical tasks., • Encourage team to identify improvements to processes and services in order to reduce recurring Incidents, improve customer satisfaction and drive new opportunities., • Ensure that knowledge of applications is being spread across the team in order to minimise the risk of knowledge loss., • Positively lead the team’s participation in wider Specialist Services team initiatives for potential application modernization and replacement projects. Who Are We Looking For: We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. Essential skills and behaviours: • Proven expertise in COBOL (both Batch and CICS) and JCL programming (5 years+)., • Proven experience leading remote teams and managing diverse workforces (2 years+)., • Proven experience of delivering application support to business critical mainframe services in 24*7 SLA-driven environments (5 years+)., • Proven experience of providing on-call support as part of a rota., • Excellent written and verbal communication skills in relation to both team and stakeholder management., • Strong attention to detail., • Previous experience of capturing user requirements and creating specifications, • Ability to handle multiple competing issues and prioritize them appropriately (e.g. prioritising Incidents based on priority level and SLA timelines, project deliveries etc.)., • As we support a number of large and complex systems for the Rail Industry, the candidate will need to be comfortable with quickly learning about new business contexts and be able to articulate their approach to this at interview., • Commitment to continuous learning and professional development for both self and team. Desirable skills and behaviours: • ITIL Foundation certification (Version 3+)., • Previous experience with using ServiceNOW (or equivalent service management tool) and JIRA/Confluence., • Previous experience of Mainframe Transformation or Migration projects would be advantageous., • Knowledge of UK Rail or other Transport sector experience would be advantageous., • Knowledge of some/all of the following Mainframe technologies would be advantageous:, • IBM Assembler., • ADABAS (using COBOL direct calls)., • NATURAL., • IBM MQ interface development.

Role – Onsite Deskside Support (L1/L2) Key Responsibilities: 1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues. 2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices., 3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements. 4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance. 5. Administered approved software installations, updates, and security patching in coordination with IT policies. 6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients. 7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement. 8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages. 9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance. 10. Assisted with Active Directory tasks, basic user account management, and smart hands support., 11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference. 12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling. 13. Followed ITIL practices for incident, problem, and service request management in corporate environments. We have multiple job openings across APAC, EMEA, and LATAM, and we would like to invite you to register your profile with us. This is a quick and easy way to showcase your skills, certifications, and availability for potential opportunities. ➡ Register here: All information is securely stored and will be used only for verified projects. If you have any questions, please feel free to reply to this message.

Infrastructure Architect • Up to £750/day, • Inside IR35, • 12-Month Initial Term, • Remote First (1 day/month in London), • ASAP Start A well-established financial services organisation is looking for an experienced Infrastructure Architect to join its Enterprise Architecture team. The primary focus is on leading the final 25% of a large-scale Azure VMware Solution (AVS) migration. Key Responsibilities: • Lead completion of the remaining AVS migration, ensuring delivery to enterprise standards, • Produce HLD and LLD documentation across infrastructure initiatives, • Support the Cloud Architect in advancing the Azure adoption strategy, • Provide hands-on technical oversight through the build, test, and commissioning phases, • Engage and challenge senior stakeholders, • Act as the layer between enterprise architecture and the engineering function, • Represent the multi-domain architecture team in governance forums Current Environment: • Azure VMware Solution (AVS), • JetStream AVS Disaster Recovery, • Commvault AVS Backup, • Commvault Enterprise Landing Zone Backup, • Colt Network Decoupling (SD-WAN & Azure Connectivity), • Hammerspace Fileshares Technical Requirements: Azure VMware Solution (AVS) | VMware / VCF | Azure IaaS / PaaS | Azure Landing Zones | vWAN / ExpressRoute | Hub & Spoke | Routing Intent | SD-WAN | Palo Alto | NSX / NSX-T | Commvault | JetStream | Azure Policy / RBAC / PIM | CyberArk | Citrix / AVD | ServiceNow | Terraform | Azure DevOps | HLD / LLD | FinOps Please note: This role is inside IR35, umbrella only via an approved PSL. Details available on request. Interested? Send your CV to or connect with me directly on LinkedIn. Please confirm your availability, current day rate, and whether you're set up to work via umbrella inside IR35.

Senior / Lead Agile Delivery Manager 6 month Contract £575 per day (Inside IR35)BPSS clearance requiredHybrid - 3 days onsite per week Newcastle Our client is seeking an experienced Senior/Lead Agile Delivery Manager to drive the delivery of key strategic engineering initiatives. You'll work across multiple teams to support shared capabilities, technical enablers, and core components used by feature delivery teams. Key Responsibilities: • Lead agile ceremonies, sprint planning and execution, • Manage risks, issues, and dependencies across workstreams, • Maintain ordered backlogs and provide clear delivery reporting, • Collaborate with Product, Engineering, DevOps and other Delivery Managers, • Remove blockers, support continuous improvement and enable timely value delivery, • Proven Agile Delivery Management experience (Scrum Master/ADM roles), • Strong planning, coordination and synchronisation skills, • Hands-on experience with ServiceNow, Jira, Mural/Lucid, • Understanding of software development environments and modern engineering practices, • Ability to quickly understand business needs, OKRs and technical...

About Complexio Complexio is the intelligence layer for enterprise AI. Our platform builds a connected understanding of how businesses actually operate - across people, processes, and systems. Enterprises have invested heavily in AI platforms, copilots, and data infrastructure - yet daily work still runs on manual hand-offs and thousands of unseen tasks buried in emails, chats, and spreadsheets. Complexio closes that automation gap. Our Event Knowledge Graph ingests structured and unstructured data to create a living map of how an organisation truly works - every task, interaction, and dependency. Our Context Broker unifies this knowledge across enterprise systems in real time, enabling our Orchestration layer and Enterprise Automator to discover, design, and execute workflows autonomously. Stevie, our conversational AI assistant, gives teams a natural way to query and act on that intelligence. Complexio deploys securely within your infrastructure and integrates with the enterprise platforms you already run on - turning organisational knowledge into measurable business outcomes. A joint venture between Hafnia and Símbolo, backed by leading maritime partners including Marfin Management, C Transport Maritime, Trans Sea Transport, and BW Epic Kosan. Born in maritime, now scaling rapidly across industries. We are now onboarding enterprise customers globally, with a platform built to handle the pace and complexity of real business operations. Role Purpose Enterprise organisations do not buy software - they fund outcomes. The Value Engineer exists to make the connection between Complexio's platform capabilities and the specific, quantified business outcomes each customer cares about, at every stage of the relationship. Value engineering as a discipline has become a defining commercial capability at the world's leading enterprise software companies. ServiceNow built a global Value Engineering practice to justify platform ROI at scale. Celonis pioneered value engineering in the process mining space, making quantified process improvement the centrepiece of every enterprise deal. SAP's Value Advisors and Salesforce's Business Value Consultants have made the ability to prove financial return a standard expectation in enterprise software procurement. Complexio is building this capability now - at the stage where it will have the most impact on commercial outcomes. This role sits at the intersection of business consulting, commercial strategy, and deep operational understanding. You are not a sales support function. You are an independent, credible business advisor who earns the trust of customer CFOs, COOs, and operational leadership by doing rigorous work - identifying where value is being lost, modelling what recovery is worth, and demonstrating with evidence what Complexio has actually delivered. Key Responsibilities Value Discovery & Business Case Development • Lead structured value discovery engagements with prospective customers - working with operational, financial, and technology stakeholders to identify and quantify the cost of their current automation gap, • Map customer operational workflows to Complexio's platform capabilities, identifying the specific processes, hand-offs, and inefficiencies where the EKG, Context Broker, Enterprise Automator, and Stevie create measurable impact, • Translate business case outputs into executive-ready materials - CFO-grade financial models, board-level summaries, and ROI one-pagers that withstand scrutiny from finance and procurement stakeholders, • Validate assumptions with customers through structured interviews, data analysis, and process observation - never building a business case on hypotheticals that will be challenged at approval Pre-Sales Value Engagement • Partner with Sales, Client Directors, and Solutions Consultants in enterprise sales cycles - joining customer engagements specifically to lead the value and business case workstream, • Run executive value workshops with customer C-suite and operational leadership - structured sessions that move from pain identification through to quantified opportunity in a single engagement, • Produce deal-specific value narratives and ROI models that are calibrated to each customer's operational context, financial metrics, and internal approval process, • Equip the sales team with reusable value frameworks, benchmark data, and industry-specific ROI models that accelerate deal cycles across similar customer profiles, • Support commercial proposal development by providing the financial and business value content that underpins pricing, contract structure, and deal terms Post-Sale Value Realisation • Own the value realisation framework for Complexio's customer base - defining how value is tracked, measured, and reported from deployment through to steady-state operation, • Establish baseline metrics with customers at the point of deployment - agreeing the operational and financial KPIs against which Complexio's impact will be measured Value Benchmarking & Market Intelligence • Build and maintain Complexio's value benchmark library - a structured, continuously updated repository of outcome data across customers, sectors, use cases, and platform capabilities, • Develop sector-specific value models for Complexio's primary markets - maritime operations, energy trading, industrial workflow management - grounded in real customer data and validated against industry benchmarks, • Track and analyse how value accrues over time across the customer base - identifying which deployment patterns, use cases, and adoption sequences drive the fastest and largest outcomes, • Monitor competitive value positioning - understanding how Complexio's ROI profile compares to alternatives including Microsoft Copilot, Celonis, and incumbent manual processes Internal Value Enablement • Build and maintain a value engineering toolkit accessible to the broader commercial team - including value discovery frameworks, ROI calculators, benchmark data packs, and executive presentation templates, • Partner with Product and Engineering to ensure that Complexio's platform instrumentation supports value measurement - advocating for the telemetry, reporting, and analytics capabilities that make value realisation visible to customers, • Feed value data and customer outcome evidence back into Complexio's product prioritisation process - ensuring the roadmap is guided by where the platform creates the most demonstrable impact Executive & C-Suite Engagement • Engage directly with CFOs, COOs, and operational leadership as a credible, independent business advisor - not as a vendor representative, • Lead or co-lead executive value presentations and business case reviews at board and C-suite level - with the financial and operational rigour to withstand challenge from sophisticated buyers, • Shadow Co-CEOs and the CRO in strategic customer engagements as required - providing the value and ROI narrative in high-stakes commercial discussions, • Build long-term advisory relationships with senior customer stakeholders that extend beyond individual deals and create durable commercial anchors What We're Looking For Essential • 6+ years in a value engineering, value advisory, business value consulting, or management consulting role - ideally with direct experience in enterprise software, process automation, or AI/data platform contexts, • Demonstrable experience building and presenting rigorous business cases and ROI models to C-suite and finance stakeholders - models that have withstood scrutiny and influenced major investment decisions, • Strong financial modelling capability - comfortable building NPV, IRR, and payback analyses from first principles and translating operational data into financial outcomes, • Deep understanding of how large enterprises make investment decisions - approval processes, financial hurdle rates, competing priorities, and the politics of internal sponsorship Desirable Experience in the maritime, shipping, energy, or industrial sectors - operational familiarity with voyage management, fleet operations, chartering, trading, or supply chain workflows Experience with process mining, workflow analytics, or operational intelligence tools - and the ability to use data outputs to construct value narratives Familiarity with AI automation economics - understanding how to model labour displacement, error reduction, and decision acceleration in organisations adopting AI-driven workflows Experience building value benchmark databases and sector-specific ROI frameworks from scratch Who You Are Rigorous and credible - your business cases are built on real data, sound assumptions, and transparent methodology; you do not overstate value and you do not produce numbers that collapse under scrutiny A skilled interviewer and listener - you can run a discovery session with a COO or a fleet manager and extract the operational detail you need to build a credible model, without making them feel interrogated Commercially motivated - you understand that your work directly enables revenue and you take that seriously; you are not an academic analyst, you are a commercial contributor Independently minded - you are willing to tell a customer or a sales team that a use case does not meet the value threshold, because your credibility depends on honesty, not optimism • A strong writer and presenter - you produce executive materials that are clear, well-structured, and visually compelling; you do not hide weak analysis behind impressive slides, • Intellectually curious about how industries operate - you find genuine interest in understanding how a maritime shipping company makes money, where it loses it, and what operational changes move the needle, • A builder - Complexio does not yet have a mature value engineering function; you are excited by the opportunity to create the frameworks, tools, and benchmarks that will define how the company communicates value at scale

Strong practical experience with ServiceNow ITSM processes (Incident, Problem, Change Management). Hands-on experience with ServiceNow upgrades and new releases (including Xanadu or similar recent versions). Experience configuring and supporting integrations, preferably PagerDuty ↔ ServiceNow.

You will be responsible for programme management and technical delivery, with a focus on driving ServiceNow implementation across clients and ensuring the success of ServiceNow initiatives within the business. ServiceNow Platform Expertise:. Drive sales activities and business development around Ser

Job Title: Sales Director / Client Partner – ServiceNow Services (UK). My client is seeking an experienced sales leader to drive growth of our ServiceNow services business across the United Kingdom. Proven success selling ServiceNow services in the United Kingdom market.

A leading ServiceNow Elite partner is seeking a UK Sales Leader to drive revenue growth, market expansion, and strategic alignment with ServiceNow across the UK. UK Sales Leader - ServiceNow (Elite Partner) - OTE £275-325k🌳. Own UK bookings across ServiceNow licences, services, and managed offer

As a ServiceNow Architect, you will play a pivotal role in delivering transformational ServiceNow programmes for enterprise clients. If you’re ready to take the lead on meaningful ServiceNow transformations and work at the forefront of enterprise technology delivery, we’d love to hear from you.

Manage projects using the GlideFast Engagement Methodology based on the ServiceNow Adaptive Implementation Methodology (SAIF). ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, or other additional products) required. Experience with one or more project management software suites: MSProj

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Build extensive technical product expertise on the suite of ServiceNow solutions and capabilities acting as a SME on all ServiceNow technical solutions and offerings. Konversational, you will be hands-on leading the technical implementations of ServiceNow in a consulting environment, with the respon

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Experience of developing integrations using REST, SOAP, MID Server, Integration Hub, and • Hands on experience developing on the ServiceNow platform • Strong knowledge of JavaScript, ServiceNow scripting, and ServiceNow API usage. ServiceNow Developer- SC Security Clearance- Essential Experience

Product Owner or Business Analyst on ServiceNow. Strong knowledge of ServiceNow modules such as:. ServiceNow platform capabilities (workflows, Flow Designer, CMDB, integrations).

ServiceNow Architecture & Design Translate business requirements into high-quality ServiceNow solutions Act as a subject matter expert across the ServiceNow platform Lead design sessions and contribute to sprint and project planning Take ownership of technical requirements and components related

ServiceNow Technical Architect - DV Cleared Contract Location: Remote (UK-based with travel to client sites) Day rate: £600 - £700 per day Inside IR35 Clearance: Must hold active DV (Developed Vetting) clearance We are seeking an experienced ServiceNow Technical Architect to join a high-performing

ServiceNow Technical Consultant DV Cleared Contract Location: Remote (UK-based with travel to client sites) Day Rate: £450 - £550 per day Inside IR35 Clearance: Must hold active DV (Developed Vetting) clearance We are looking for a motivated ServiceNow Technical Consultant to join a growing delive

You will lead the "Pre-Sales to Delivery" lifecycle, ensuring that our ServiceNow solutions are not only technically sound but also drive measurable business value for our customers. Act as a Trusted Advisor to client CIOs and IT Directors, guiding them through Digital Transformation journeys on the

Xpertise Recruitment is seeking a ServiceNow Architect for a 6-month contract in West London. Candidates should possess hands-on experience with ServiceNow workflows, CMDB design, and integration with monitoring tools like Datadog.

Ideal candidates possess substantial experience in ServiceNow and a record of influencing strategic decisions. A leading global tech firm seeks a Global CTO and Portfolio Leader for ServiceNow to drive technology strategy and innovation. This role involves defining the roadmap for ServiceNow solutio

Building and scaling a market‑leading ServiceNow HRSD capability, growing the team, strengthening delivery methods, and ensuring consultants remain fully certified and equipped to deploy the latest platform capabilities and best‑practice approaches. Driving innovation through deep product and ma

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ServiceNow platform supporting our GEO and LEO satellite services. With a strong technical background on ServiceNow Platform, you excel at guiding the delivery of high-quality IT services. Lead the design, implementation, and continuous improvement of ServiceNow Platform, ensuring alignment with ind

A global leader in digital transformation is seeking a Servicenow Architect to oversee technical solutions and ensure design integrity. This role requires 8+ years of experience in solution design, expertise in ServiceNow, and the ability to lead cross-functional initiatives.

Understanding of ServiceNow Discovery, Service Mapping, and asset integration approaches. ServiceNow certifications highly desirable. ServiceNow ITAM / SAM Pro / HAM Pro / CMDB.

To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service. ServiceNow is an equal opportunity employer. If you require a reasonable accommodation to complete any part of the applicat

A leading technology firm in the United Kingdom is seeking an Application Architect specializing in ServiceNow to lead implementation projects and design tailored solutions for clients. Proven experience in ServiceNow implementation is essential, along with strong skills in effort estimation and pro

Akkodis is seeking a Senior ServiceNow HRSD Consultant to enhance HR transformation initiatives using ServiceNow. You should possess significant experience in HR transformation and a solid understanding of ServiceNow HRSD, along with the ability to engage in workshops and communicate effectively wit

A leading insurance provider in Greater London is seeking a skilled ServiceNow Administrator to manage and enhance its ServiceNow platform.

A leading software company seeks an Account Manager to enhance product value for initial customers.The role requires over 5 years of experience in account management or sales within the software/SaaS sector.Candidates should excel at building relationships with executives and managing customer feedb

ERP Platform Specialist Recruiter – (Salesforce / Dynamics / Oracle / SAP / ServiceNow – Contract). These are not backfilling or replacement hires, these are strategic new builds with serious investment, autonomy, and the opportunity to shape your market and our Microsoft Dynamins and ServiceNow

A leading consulting firm in Greater London seeks a Principal Solution Architect to drive the 'Pre-Sales to Delivery' lifecycle for ServiceNow solutions. Requirements include extensive ServiceNow experience, strong communication skills, and at least 10 years in a customer-facing consulting role.

Proven ability to lead and deliver complex ServiceNow solutions, from strategy through to implementation, across multiple modules and client environments. Certified in ServiceNow (CSA required; implementation certifications preferred) and ITIL Foundation, with knowledge of SaaS/on-prem architecture.

ServiceNow Delivery Lead/PM (ITOM/ITAM). We re looking for an experienced, delivery-focused ServiceNow Delivery Lead/Project Manager who can take a hands‑on role in driving these projects forward. Working closely with the core ServiceNow platform team to align delivery with wider platform strategy

To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government autho

Plan, execute, and manage multiple IT projects within scope, time, and budget.Establish andmaintain governance frameworks for projects.Build strong relationships with senior stakeholders and sponsors.Communicate project status, risks, and decisions clearly and regularly.Manage project budgets, resou

Extensive experience in ServiceNow development, configuration, and customization; certified ServiceNow architect and professional. Proven track record in implementing ServiceNow processes and best practices. Strong technical expertise in ServiceNow platform features, including ITOM, ITSM, IRM, or HR

We are looking for a ServiceNow Platform Developer to join our clients team delivering modern, scalable ServiceNow solutions across Customer, Technology, and Employee Experience platforms. Integrate ServiceNow with external systems using REST/SOAP APIs and IntegrationHub. Strong hands‑on experienc

ServiceNow certifications (CSA, CAD, CIS) are essential for this role, offering a competitive, negotiable rate. Platform 6 Ltd is seeking a remote ServiceNow S2P Technical Consultant/Architect in the UK or Europe, for a 6-month contract that may extend. The role involves configuring, building, and i

ServiceNow Technical Lead – Insurance / FSO. You will lead hands‑on development, manage code migration and releases, drive automation using native ServiceNow tools, and mentor junior developers. Design and build scalable ServiceNow solutions aligned with best practices.

A leading satellite communication company is looking for a ServiceNow Technical Lead in London. This role involves leading the design and delivery of the ServiceNow platform and improving IT service management processes. The ideal candidate has over 5 years of experience with ServiceNow, strong ITIL