Helping teams turn ServiceNow complexity into clear delivery outcomes. Delivered with confidence.

I work directly with delivery teams, product owners, and stakeholders to turn unclear ServiceNow requirements into structured delivery, using practical business analysis, rapid platform proof of concepts, and clear stakeholder alignment.

How I Work

A clearer route from idea to delivery

Discovery

Understand

Clarify the real requirement, stakeholder need, and process reality before solution thinking becomes expensive.

Discovery Workshops
Requirements

Validation

Prove

Create rapid ServiceNow proof of concepts so stakeholders can see options, challenge assumptions, and make better decisions.

Proof of concepts
Journeys
Workflows

Delivery

Deliver

Turn validated thinking into clearer scope, stronger handover, and delivery confidence for build and test.

User stories
Alignment
Delivery confidence

Trusted experience across

Enterprise IT and Service Delivery

Platform focus

ServiceNow

Core strength

Requirements and Process Design

Delivery style

Agile Delivery Support

Engagement focus

Measurable Outcomes

How I Help

ServiceNow delivery support that brings structure, clarity, and momentum.

Practical ServiceNow business analysis, product ownership, proof of concepts, portal experience design, and UAT support for organisations that need clear delivery support without the overhead of a large consultancy.

Business Analysis

Clear ServiceNow requirements, process mapping, user stories, and acceptance criteria that help teams deliver with confidence.

Requirements
User stories
Process mapping

Product Ownership

ServiceNow backlog shaping, prioritisation, and delivery support that turns business outcomes into practical platform change.

Backlog
Prioritisation
Delivery support

Rapid Proof of Concepts

Working ServiceNow examples that help stakeholders see options, test thinking, and make better decisions before full build starts.

Proof of concepts
Decision support
Validation

Portal and Experience Design

Improved ServiceNow customer and colleague experiences through clearer journeys, better forms, and simpler routes to support.

Portal journeys
Forms
User experience

Testing and UAT Support

Structured ServiceNow testing, evidence, and user validation that moves teams from technical completion to business confidence.

UAT
Test evidence
Quality assurance

Why Work With Me

A partner who understands people, process, and platforms.

You work directly with me throughout the engagement. I work where business need, platform capability, and delivery reality meet, helping teams avoid vague requirements, over-engineered solutions, and disconnected delivery.

Rapid ServiceNow Proof of Concepts to support stakeholder understanding
Clear documentation, decisions, and traceability
Strong understanding of ServiceNow delivery and platform capability
Practical use of AI-assisted analysis where it genuinely improves speed, clarity, or documentation
Practical, commercially aware, and outcome-focused

Delivery Confidence

Confidence before build starts.

Make ideas visible

Rapid ServiceNow proof of concepts help stakeholders see what is being discussed before delivery decisions are locked in.

Remove ambiguity

Clear requirements, user stories, and acceptance criteria reduce delivery noise and make scope easier to understand.

Support the handover

Structured evidence, decisions, and scope help delivery teams move into build, test, and release with greater confidence.

When To Bring Me In

Bring me in before unclear requirements become a delivery risk.

I add the most value when ServiceNow work needs structure, clear scope, and stakeholder confidence before build, test, or release activity gathers momentum.

Requirements are unclear

Different teams are interpreting the need differently, scope is moving, or the real business problem has not been clearly agreed.

Stakeholders are not aligned

Product owners, delivery teams, process owners, or business stakeholders need a clearer shared view of scope, process, and outcome.

Options need to be made visible

ServiceNow ideas need to be shown quickly through practical proof of concepts so decisions are based on something people can see.

Delivery needs better handover

Teams need clearer user stories, acceptance criteria, process detail, evidence expectations, and practical build handover.

UAT needs structure

Business testing needs clearer scenarios, better evidence, more confidence, and a stronger link back to the original requirement.

Journeys need simplifying

A portal, form, workflow, or process journey is too complex and needs simplifying before it creates operational or user experience issues.

If this sounds familiar, I can help. I can turn uncertainty into a clearer ServiceNow delivery route with practical analysis, visible options, and structured handover.

ServiceNow Focus Areas

Where I bring the most value.

Focused ServiceNow delivery support across the areas where unclear requirements, poor process definition, or weak stakeholder alignment can slow programmes down.

CSM and Service Request Management

Clear request journeys, service models, and process design that make support easier to use and easier to manage.

Incident and Case Management

Practical process improvement across incident, case, routing, ownership, communications, and resolution journeys.

ServiceNow Portal Journeys and User Experience

Simpler forms, clearer questions, and better portal journeys for customers, colleagues, and support teams.

Asset, Configuration and CMDB Processes

Clearer asset and configuration processes that support operational control, reporting, and downstream delivery.

Integration Requirements

Structured requirements, field mapping, and scenario definition so integrations are easier to build, test, and support.

Workflow Design and Automation

Practical workflow design that removes ambiguity, improves handover, and helps teams understand how work should move.

Testing, UAT, and Quality Assurance

Test scenarios, evidence, UAT structure, and acceptance criteria that move teams from build complete to business confidence.

Reporting, Dashboards, and Business Insight

Clear reporting requirements and dashboard thinking that help stakeholders see progress, risk, and operational performance.

Delivery Proof

Recommended by people I have delivered with.

Real recommendations from colleagues, managers, and stakeholders across ServiceNow delivery, product ownership, and business analysis engagements.

LinkedIn recommendations
Sarah Conway Senior Agile Delivery Manager · DWP Digital
Steven is able to tackle complex requirements and break them down into manageable, deliverable components. He communicates value and benefits to a wide variety of audiences to obtain buy in and trust.

Peter Reynolds ServiceNow Developer · JLR ServiceNow Solutions
Steven is an exceptional product owner. He has been influential in guiding the team on how to deliver a quality product to stakeholders.

Dipika Mistry Senior Manager, Product Owner · ServiceNow
Steven takes problems and provides solutions. He uses data to drive improvements and also buy in from the team.

MacDonald Kandemir Head of Problem Management and Continuous Improvement
Steven delivered on what he set out to accomplish. He approached the associated complexity with great confidence and was refreshing to work with.

Lucy Wigley CEO · Redware Limited
Steven quickly demonstrated his value through robust research and synthesis across a broad range of activities, helping us get a handle on the practical options we face.

Lucy Fairfax Lead Business Analyst · Allpay Limited
Steve has a great skill to share his vision and encourage the team around him to deliver that vision.

Let’s discuss your ServiceNow delivery challenge.

Send a short message with your priorities, requirement, or challenge and I will come back to you directly.