Cross-functional team — ITSM and ServiceNow management
Assignment
Multidisciplinary consultant team — further development of the ITSM solution and ServiceNow management
— Hybrid · Oslo · Published: Nov 10, 2026 · Application deadline: Nov 23, 2026
About the assignment
NRK (Norwegian Broadcasting Corporation) is to modernise and consolidate its IT service management (ITSM) on ServiceNow as a common platform for approximately 41 operations and development teams across 6 sections. The assignment covers a multidisciplinary team providing project management, architecture/development, subject matter expertise (SME) and ongoing management of the platform. The project will follow a Standard First model based on ITIL 4 practices and involves considerable change management, as the use of ServiceNow is currently not well standardised. The work is to be carried out in light of NRK's parallel MPP transformation and its move to a new head office at Normannsløkka in 2030.
Responsibilities
Lead project delivery, milestone management and risk follow-up, reporting to NRK's steering group
Design the technical architecture in ServiceNow, including CMDB data modelling and integration architecture
Configure ServiceNow forms, workflows, triage logic and portal/module set-up
Establish the CSDM data model, Discovery configuration and CI classes
Carry out organisational change management and adoption measurement across approximately 41 teams
Map services and build a service catalogue with a category taxonomy
Develop a platform strategy and roadmap for ServiceNow
Design ITIL 4 processes for Incident, Request, Change and Problem, including RACI and metrics
Map user journeys and develop request flows in Service Portal/Employee Center
Provide ongoing management, bug fixing and maintenance of the ServiceNow platform
Required skills
Team comprising a 2.5 FTE project team, 0.25 FTE SME and 0.4 FTE platform management, starting Q1 2027
Passed background check (identity, education, digital reference check, security declaration)
Senior developer/architect must hold ServiceNow CIS or CAD certification
Project manager/adviser must hold ITIL v4 certification
Good written and oral communication skills in Norwegian or another Scandinavian language
Proven strong collaboration skills
Commitment to the Standard First principle and out-of-the-box ServiceNow functionality
Guaranteed continuity in key roles throughout the 2.5-year period
Project manager/adviser with experience of ITSM/ServiceNow transformations in complex matrix organisations
Senior developer/architect with in-depth expertise in ServiceNow architecture, CMDB/CSDM and integration architecture
Developer with experience of Service Portal, form design, triage logic, SLAs and workflows
CMDB specialist with experience of CSDM data models and Discovery configuration
Change manager with experience of Prosci/ADKAR and adoption measurement
Service catalogue expert with experience of greenfield mapping and Service Catalog
Strategic specialist with experience of ServiceNow platform strategy and roadmaps
Process specialist (ITIL) with experience of process design for Incident/Request/Change/Problem
Service designer with experience of user journey mapping and Service Portal/Employee Center
Platform management developer with hands-on experience of ongoing management of ServiceNow in production
Qualifications
Completed and passed background check (identity, education, digital reference check, security declaration, affiliation assessment)
ServiceNow Certified Implementation Specialist (CIS) or Certified Application Developer (CAD) for the senior developer/architect
ITIL v4 certification for the project manager/adviser
Good written and oral communication skills in Norwegian or another Scandinavian language
Video presentation of the proposed team, given by the candidate for the Project Manager/Adviser role
Scope and location
Workload: 100%
A total of 2.5 FTE project team + 0.25 FTE SME team + 0.4 FTE platform management team
Start January/Q1 2027
Project period estimated at 2.5 years (Q1 2027–Q2 2029)
The formal contract term is one year with an option to extend
Main place of work: NRK Marienlyst, Oslo
Daily on-site presence is expected, combined with hybrid working by agreement
Standard working week of 37.5 hours (core hours 09:00–15:00)
Some travel to district offices during roll-out and hypercare phases
Required skills
Service designer
Categories
ServiceNowChange managementPublic administration
Assignment details
Client
NRK
Location
Oslo
Start date
4 January 2027
Duration
12 monthsThe project is estimated to last 2.5 years (Q1 2027–Q2 2029), but the formal contract term is set at one year with an option to extend in line with standard practice (extended by one year or 6 months at a time).