Hello! I'm Matt
I am a Service Management professional with extensive experience designing and delivering service management capabilities across the full lifecycle.
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From large global transformation programmes to individual service launches, I have successfully completed many projects for my clients across multiple sectors.
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I leverage my deep analysis skills and multi-sector experience to help my clients to create the value and outcomes desired to achieve their aims.
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If you are seeking a specialist to provide a light-touch, remote, flexible solution in support of your project, short or long term, I'd be delighted to hear from you!
Matthew Smith
SERVICE MANAGEMENT CONSULTANT
ServiceNow Business Analyst
Phone:
+44 (0) 7917820884
Email:
Location:
London, UK
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Expertise:
Service Architecture & Design
Service Transition & Operational Readiness
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EXPERIENCE
2025
ServiceNow Business Analyst
FACTSET
Engaged as ServiceNow Business Analyst for a Hardware and Software Asset Management (ITAM Pro) implementation; gathered and documented business requirements and translated them into clear user stories. Facilitated backlog grooming and story refinement sessions to ensure well-defined and prioritised requirements. Supported successful configuration, testing, and deployment of ITAM Pro modules.
2024
ServiceNow Business Analyst
JPMORGANCHASE
Engaged as ServiceNow Business Analyst to support a global IT programme to consolidate Service Desk operations for 30,000+ users across the Americas and EMEA. Conducted discovery and gap analysis of existing support models; refreshed and restructured the End-User Services Catalogue; planned data migration, UAT, training, and technical cutover activities. Contributed to successful alignment of global support operations and a smooth transition to the new service model.
2023
ServiceNow Business Analyst
WPP
Engaged as ServiceNow Business Analyst responsible for the development of a ServiceNow CMDB, including MID Server design, discovery and scheduling; ITSM, ITOM process design including data models for CMDB and CSDM; Service Mapping of Business and Technical Services.
2021
ServiceNow Business Analyst
ADMIRAL GROUP
Engaged as ServiceNow Business Analyst responsible for the development of a Configuration Management practice including implementation of greenfield ServiceNow CMDB; process and governance design; Service Mapping of Business and Technical Services; development and implementation of the Configuration Management Plan; CMDB health and dashboard reporting.
2020
Service Management Consultant
OMNIO GLOBAL
Engaged by Omnio to achieve its aim of increasing the maturity of its service delivery capabilities; process design and implementation of Incident, Problem, Change and Service Introduction processes; requirements setting for Jira Service Desk toolset migration to support new process designs.
2015-2019
Service Architect / Business Analyst
UBS
Workstream Lead on a global transformation programme tasked to deliver changes to Infrastructure Services operating model to meet regulatory, cost and operating challenges; including ServiceNow tooling, data, governance, people and roles; reconstructed Service Portfolio; rewrote Service Definitions for managing service TCO, pricing and billing; designed Capability Maturity Model to target future aspirations.
​Additional engagement to build the business case to transition multi-million-dollar Audio Visual managed services back in to IT ownership.
CLIENTS
SKILLS
IT Service Management (ITIL) - Expert
Service Architecture & Design - Advanced
Service Transition/Readiness - Advanced
Business Architecture - Proficient
Business Analysis - Advanced
ServiceNow - Advanced
RECENT PROJECTS
SERVICE MANAGEMENT TRANSFORMATION
UBS embarked upon a multi-year global IT infrastructure services transformation programme. Engaged as Service Architect, to develop the ITIL best practice framework, design the IT operating model and drive improvements to its service capability. Performed a review of Service Portfolio; introduced new service definitions; redesigned governance model; designed capability and maturity models; implemented changes to ServiceNow tool; and led process implementation activity. Succeeded in designing the service management framework and moving the business from a siloed technology-centric function to a service-oriented organisation.
GLOBAL SERVICE DESK CONSOLIDATION
JPMorganChase mobilised a global IT programme to consolidate Service Desk operations for 30,000+ users across the Americas and EMEA. Engaged as Business Analyst to support service transition and operational readiness. Conducted discovery and gap analysis of existing support models; refreshed and restructured the End-User Services Catalogue; planned data migration, UAT, training, and technical cutover activities; maintained RAID and governance reporting; and delivered Agile artefacts via Jira to support ITSM tooling migration. Contributed to successful alignment of global support operations and a smooth transition to the new service model.
SERVICE MODEL IMPLEMENTATION
Visa Europe mobilised a programme to develop digital wallet and contactless products and services. Engaged as Service Designer to introduce service and support models. Developed and implemented customer onboarding process; delivered transition support to ensure smooth onboarding and acceptance of new customers; established third party SLAs to meet service performance requirements; developed a warranty/early life support framework; and implemented service improvement opportunities.
Succeeded in enabling Visa to launch new products for Financial Services customers on time.