Senior Technical Analyst - ServiceNow

We're expanding the established ServiceNow (ITSM) team in response to a major Government transformation programme and have an exciting opportunity for an experienced ServiceNow professional to become part of this.

You will be a Subject Matter Expert in ServiceNow CSM / ITSM or similar SaaS platform, while also understanding core IT Service Management concepts and processes. Such as, incident and request management, problem management, Service Level Agreements, CMDB. Expertise to develop ServiceNow through configuration, workflows is essential, and ideally basic JavaScript

Duties will include, but not be limited to the following:

• Administering and configuring ServiceNow

• ServiceNow Workflow configuration and management
• Reviewing ServiceNow system logs to support troubleshooting and solve user issues
• Set up / maintain integrations such as with SolarWinds, SCCM, SNOW, Okta.
• Working with ServiceNow API's

• Deploying update sets using a standard Dev to Test to Prod pipeline, and according to business processes
• Manage the overall health and usability of the system to ensure support of customers across a wide number of business processes, including asset management, Finance, Security and Operations
• Contribute and participate in project work, planning, continuous improvement and platform changes, often owning work from idea to delivery
• Drive continuous improvement of the service, including suggesting future improvements / products that could provide efficiencies. Get buy in form Product owner and Stakeholders
• Monitor daily updates on ServiceNow, assess the impact of the service and provide communications to key stakeholders (i.e. Service Desk, customers)
• Maintain up to date skills and knowledge to be shared within the team across the entire ServiceNow toolset
• Ensure the service complies with security requirements in conjunction with the data protection and security teams.
• Create documentation including operating procedures, policies, and processes

• Demonstrable experience in supporting ServiceNow infrastructure, or similar ITSM / CSM SaaS platform
• Proven experience around general ITSM / CSM principles and processes
• Previous experience of supporting a large user base of clients, which may have differing needs or goals
• Knowledge and experience of making recommendations and implementing improvements
• Ability to multi-task and to prioritise effectively, with an aptitude for knowing when issues need escalating
• Stakeholder management experience, at all levels within an organisation.
• Certification in ServiceNow or equivalent platform would be preferred
• Prior experience of integrations with 3rd party platforms (e.g. SolarWinds, API's)
• Experience of ITSM or CSM business processes
• Ability to input into and define roadmaps / backlogs

It's an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.