ServiceNow Systems Administrator

We are seeking a ServiceNow Systems Administrator to join our forward-thinking Corporate Systems Team who will play a critical role in transforming and maintaining our ServiceNow platform. As a ServiceNow expert, you will have the opportunity to shape the future of our IT Service Management (ITSM), as well as expand our expertise across HR Service Delivery (HRSD), Customer Service Management (CSM), Governance, Risk and Compliance (GRC), IT Operations Management (ITOM), and Business Continuity Management (BCM) modules. Your role will be pivotal in ensuring the platform supports our business needs, driving operational efficiency and improving user experience across the entire organisation. This is more than just a job - it's an opportunity to drive meaningful change by building innovative workflows, optimising systems, and delivering real-world impact. We are a company that encourages curiosity, fosters creativity, and values individuals who are passionate about making a difference. Why Join Us?

• Innovation-Driven Culture: Work at the forefront of digital transformation, contributing to projects that redefine IT service delivery.
• Professional Growth: Access to a comprehensive professional development plan with opportunities for advanced certifications and hands-on learning in emerging technologies. - Flexible Work Arrangements: Enjoy work-life balance through flexible scheduling and remote work options.
• Collaborative Environment: Join a highly collaborative IT team that values creative problem-solving and innovation.
• Cutting-Edge Technology: Be part of a company that invests in the latest tools and technology to drive continuous improvement and efficiency. --- This is your chance to work in a high-impact, growth-oriented role where your skills can drive real change across the organisation. If you're ready to elevate your career by administering and expanding one of the industry's leading IT platforms, we'd love to hear from you! Apply now and be part of a transformative journey., Platform Administration & Optimization
• Oversee the end-to-end administration of the ServiceNow platform, with a focus on ITSM, HRSD, CSM, GRC, CSDM, CMDB, ITOM, BCM, SAM and SPM modules.
• Perform daily system health checks, apply patches, and manage system upgrades to ensure platform stability and performance.
• Ensure the seamless integration of ServiceNow with other business-critical systems, driving automation and innovation.
• Provide first line managed service support on the ServiceNow platform, applying fixes or triaging and escalating cases as required to second line support
• Developing additional functionality, including enhancements across the platform in line with best practice
• Undertaking functional testing on managed service fixes and enhancements, managing defect logging and re-testing
• Supporting other corporate systems such as Salesforce, Microsoft 365, Planon IWMS, JIRA and Confluence as and when required.
Incident, Problem & Change Management
• Administer and streamline Incident, Problem, and Change management workflows within ServiceNow, ensuring minimal business disruption and faster resolutions.
• Collaborate with internal teams to ensure best practices in ITIL processes, fostering continuous service improvement.
HR Service Delivery (HRSD):
• Leverage HRSD to manage employee journeys, from onboarding to offboarding, creating seamless, automated workflows that improve the employee experience. - Develop custom HR service portals, enabling a more efficient self-service approach for HR-related requests.
Customer Service Management (CSM) for GPA Customer Service Portal:
• Lead the implementation and customization of ServiceNow's CSM module to enhance customer interactions and streamline issue resolution.
• Design customer portals and automate service workflows to deliver superior customer experiences and resolve inquiries faster.
Governance, Risk, and Compliance (GRC) for Enterprise Risk Management:
• Implement and maintain GRC processes to ensure regulatory compliance, monitor risks, and manage internal audits.
• Drive enterprise risk management initiatives by aligning the ServiceNow GRC module with corporate governance frameworks.
IT Operations Management (ITOM):
• Maximise system performance by configuring ITOM to provide proactive monitoring, event management, and automation across the IT infrastructure.
• Enable predictive analysis and real-time visibility into IT operations, ensuring business services remain uninterrupted.
Business Continuity Management (BCM):
• Administer and manage the BCM module, developing plans and strategies to ensure business resiliency in case of unexpected disruptions.
• Ensure alignment of BCM processes with corporate risk management strategies and recovery protocols.
Service Design & Customisation
• Design and implement custom workflows, UI policies, including writing basic scripts and business rules tailored to organisational needs across multiple ServiceNow modules.
• Customise and configure dashboards, performance analytics, and reports to provide actionable insights into business operations and IT service efficiency.
Service Transition & Integration
• Oversee the seamless transition of new services into production environments using ServiceNow's release management capabilities, ensuring zero downtime.
• Integrate third-party applications and tools with ServiceNow to streamline processes, automate workflows, and improve productivity.
Continuous Improvement & Innovation
• Regularly assess system performance and proactively implement improvements that enhance user experience, reduce manual work, and drive operational efficiency.
• Collaborate with IT and business leaders to introduce new ServiceNow functionalities, ensuring the platform evolves to meet emerging business needs.
Governance, Risk & Compliance
• Ensure ServiceNow processes adhere to internal governance, risk management, and compliance standards, maintaining secure access and data integrity.
• Partner with security teams to implement and manage platform security controls, audits, and reporting.
  
  This is an ambitious and exciting task, for which we need innovative people, with strong commercial acumen, who are passionate about visualising and implementing customer needs. Launched as an Executive Agency of the Cabinet Office in 2018, we're a relatively new department and we are growing fast so we also need people who thrive in ambiguity, can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.
Are you passionate about optimising Customer Service Management (CSM), enterprise IT Service Management (ITSM), Governance Risk and Compliance (GRC) and IT Operations Management (ITOM)?

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