ServiceNow Consultant

PESS CPT ServiceNow Support Team: ServiceNow Consultant

Job Title: ServiceNow Consultant

Location: Cape Town

Employment Type: Permanent

About PESS CPT PESS CPT (Private Equity Support Services Pty) is a wholly owned subsidiary of PESS UK (Private

Equity Support Services Ltd). PESS UK is the Business Process Outsourcing partner of 4VCO Ltd, a UK

consultancy supporting Private Markets.

4VCO is a ServiceNow Consulting & Implementation partner. PESS offers long-term services / outsourcing to follow-on from consulting assignments.

PESS CPT is conceived as the hub of ServiceNow operations expertise: to support client engagements, our own ServiceNow workflow applications/"solutions", and our own ServiceNow instance.

Our proposition: introduction or extended use of ServiceNow within prospects/clients. Extended use

may involve our proprietary "solutions" or ServiceNow "marketplace" application templates.

Role PESS CPT / ServiceNow Consultant is to be a founder member of our new team.

In this role, you will work with colleagues (in CPT and London, and other third parties) on the

implementation and optimisation of ServiceNow modules, including ITSM Pro, ITOM (Discovery),

HRSD, APM, and SPM. You will support technical engagements, ensuring the highest standards of

solution design and delivery, while driving positive outcomes for our clients.

The role bridges the business world of end-users and the technical world of ServiceNow. The

essence of the role is to help business users understand how ServiceNow can help them improve

operational efficiency and effectiveness and, at the same time, ensure that the ServiceNow platform

is configured and maintained to support the need of the business users.

Team management – there are no persistent people management duties at this stage. There will

from time to time be team mentoring responsibilities but people management rests with the Head

of Operations and Senior Consultant levels.

Reporting: directly to Head of Operations, CPT. On particular assignments / projects, then there may

be reason to report directly to Head of Practice in London or to a Senior Consultant/Team Lead.

Responsibilities

• Stakeholder Collaboration: Partner with business leaders, project managers, and technical

teams to gather and interpret requirements, transforming them into robust ServiceNow

solutions that deliver measurable value. During the project lifecycle, take a supporting role

in Acceptance Testing design / specification and agreeing success criteria. Further, training

and supporting materials for stakeholders in the assignment.

• ServiceNow best practice and standards: Defend the use of best practice across ServiceNow

instances and challenge proposals for customisation or approaches which would

compromise future upgrades/enhancements or accepted practice within a particular client.

• Technical Documentation: Authoring and maintenance of documentation: specifications,

test plans and test cases, training materials, knowledge-base articles, commentary,

proposals… as may reasonably be requested.

• Quality Assurance / Pre-delivery or other audits: Testing and review of deliveries or

production applications as part of new implementations or review of existing

workflows/functionality. Maintenance of any test environments on the PESS instance of

ServiceNow and associated documentation.

• Training & End-user Education: Close engagement with end-user communities to inform and

work with them to elicit requirements, articulate issues/problems and be able to translate

for them to create effective business solutions in ServiceNow.

• Configuration & customisation of ServiceNow: You will be required to participate in the

configuration of ServiceNow functions and add-ins to support the needs of clients and in our

own instance. There will be situations where you may be able to make technical changes in

Dev instances to facilitate remediation during development projects – under the supervision

of a Senior Consultant or equivalent authorised person. Participate where you can in the

development and maintenance of ServiceNow workflows as guided by authorised persons.

• Technical Mentorship: Provide expert guidance and mentoring to colleagues, and third

parties where you have appropriate specialist knowledge, fostering a culture of continuous

learning and technical excellence.

• Platform Problem Resolution: Diagnose and resolve platform issues, ensuring the stability,

performance, and reliability of ServiceNow platforms. While we will refer to ServiceNow in

certain instances, it is likely that this post-holder will be a point of contact for matters which

cannot be resolved by end-user/client representatives.

• Continuous Improvement: Stay ahead of ServiceNow advancements and advocate for

innovations to optimize platform performance, usability, and alignment with emerging

business needs. Expected to use 3 days personal development time to renew / add to

ServiceNow certifications. (Extended personal development time may be applied for).

• PESS ServiceNow instance: together with Head of Practice, Head of Operations (CPT) and

other colleagues, you will participate in the configuration and support of our ServiceNow

instance(s) – production and development.

Essential Experience

• ServiceNow Expertise: At least 3 years of commercial experience in ServiceNow consulting

with hands-on expertise in ITSM Pro, ITOM (Discovery), HRSD, APM (EA), and SPM.

• Proven Implementations experience: Demonstrated success in leading enterprise-level

ServiceNow implementations, balancing technical precision with business strategy.

• Strategic Communication: Strong client-facing skills, adept at communicating technical

concepts to both technical teams and executive stakeholders.

• ServiceNow Certifications: Holding certifications such as Certified Implementation Specialist

(CIS), Certified Application Developer (CAD), and Certified System Administrator (CSA) is

highly advantageous.

• Complex Problem-Solving Skills: Skilled in resolving technical challenges while minimizing

impact to end users.

• Team and Leadership Skills: Proven ability to mentor and guide technical teams, fostering

collaboration and knowledge sharing.

• Industry Knowledge: Familiarity with at least one investment management application (e.g.,

fund accounting, CRM, document management, or EDM) is preferred. e.g. eFront, Intralinks,

Simcorp Dimension.