Job Description

Keen to become part of a truly global, collaborative team of professionals? Your journey begins here.

This role falls under the Service Management Applications team that sits under the Applications and Engineering Services that are responsible for software development of new applications, enhancements and maintenance for existing applications, and data analytics for the firm.

The Service Management Applications team is a global collaborative team responsible for the development and maintenance of the ServiceNow Platform across the Firm.

The role holder will serve as a subject matter expert (SME) in configuring and administering the platform. They will take a substantive role in supporting the team in developing and implementing scalable ServiceNow solutions.

They must demonstrate their passion and extensive knowledge of ServiceNow and have strong communication skills in working with stakeholders locally and remotely to come up with creative and innovative solutions.

KEY RESPONSIBILITIES / ACCOUNTABILITIES

Key responsibilities applicable to the role are listed below. These are not exhaustive and other responsibilities may be considered appropriate to the role and advised to the role holder. The role holder will:

• Manage and maintain the ServiceNow instance, including configuration, customization, and overall system administration.
• Monitor the health of the platform, troubleshooting issues and ensuring scheduled jobs and feeds are working as desired.
• Perform routine updates and patches to ensure the platform's security and stability.
• Perform regular access reviews and monitor license counts for compliance.
• Maintain the incoming queue, addressing user queries and troubleshooting issues within Service Level Agreements (SLAs).
• Maintain testing procedures, certifying all applications are functioning as desired after changes have been deployed or when integrations are introduced.
• Design and implement automation workflows to streamline business processes and improve overall efficiency.
• Work closely with business stakeholders to understand process requirements and translate them into ServiceNow workflows.
• Work with outside consultants, and third-party vendors on development and design and integrations of applications.
• Maintain detailed documentation of configurations, processes, and procedures related to the platform.
• Assist in the promotion and adoption of ServiceNow by assisting with requirements gathering, stakeholder workshops and monthly training sessions.
• Implement and enforce security best practices to protect sensitive data within the ServiceNow environment.
• Input into the overall continual service improvement plan and provide regular updates.

Other responsibilities

• You will be required to participate in the on-call rota
• You may be required to undertake other activities/tasks as instructed
• You may be required to work overtime or work overseas on occasions as required by the needs of the business.
• All members of the firm participate in our Responsible Business program

Experience

• Minimum 2+ years’ hands-on experience as a ServiceNow Administrator
• Experience with ServiceNow CMDB (Configuration Management Database), including CI management, data quality, and relationship mapping
• Experience configuring and supporting core ServiceNow modules
• Good understanding of the services, customer dependencies, the IT infrastructure components, and the service development life cycle.
• Experience with ServiceNow implementations, configuration, and platform support

Qualifications

• University degree (required)
• Certified ITIL (required)
• Certified ServiceNow Administrator (desirable)

• Strong working knowledge of ServiceNow especially within ITSM, CMDB, Asset Management, Mobile App & Service Portal designer and building scoped applications.
• Working knowledge of ServiceNow scripting (JavaScript, XML, JSON) desirable but not essential
• Ability to mentor staff in development relative to the ServiceNow platform to drive quality, value and best practice.
• Must have good analytical & innovation skills to study the current state of processes and reporting, perform gap analysis and recommend improvements.
• Knowledge of integrating with internal and external applications and systems.
• Effective problem-solving skills and time management skills in working on multiple issues/platforms simultaneously
• Excellent documentation and presentation skills.
• Analytical skills incorporating statistical methods, to identify a problem, analyse the cause and propose or undertake resolution actions
• Proven skills at cultivating strong working relationships and working well within remote teams to learn and share knowledge.
• Self-motivated, capable of driving results and able to work under pressure.