Senior Software Engineer

The Senior ServiceNow Developer will take a technical leadership role within the ServiceNow CMS and Service Portal programme, working closely with the Lead Digital Architect, Business Analysts, UX/UI teams, and BAU stakeholders.

This role combines hands-on development, solution design, integration architecture, and team leadership, ensuring that solutions are scalable, secure, and aligned with enterprise and retail business needs., Solution Design & Architecture

• Work with the Lead Digital Architect to produce:
• Solution Design documentation
• Technical Architecture documentation
• CMS implementation designs
• Service Portal 3.0 release designs
• Ensure designs align with ServiceNow best practices and my clients standards.

Development Leadership

• Lead the technical implementation of ServiceNow CMS and Service Portal solutions.
• Delegate and oversee development tasks across junior and mid-level developers.
• Ensure consistent code quality, performance, and maintainability across the team.

Business & UX Collaboration

• Work closely with Senior Business Analysts and UX/UI stakeholders to:
• Validate and refine user stories
• Ensure acceptance criteria fully cover functional and non-functional requirements
• Provide technical input into backlog refinement and sprint planning.

Integration Design & Delivery

• Design and oversee integrations supporting CMS functionality, including:
• Twilio (WhatsApp) integrations
• Data source transformations (XLS, APIs, external feeds)
• Ensure integrations are secure, scalable, tested, and well-documented.

BAU Handover & DevOps Engagement

• Establish strong relationships with BAU teams.
• Lead handover activities, ensuring BAU has:
• Complete technical documentation
• Operational understanding of the solution
• Promote a DevOps-style engagement, involving BAU early where appropriate.

Governance & Compliance

• Complete mandatory Post Office compliance training.
• Complete Change Excellence Framework training where applicable.
• Ensure adherence to Post Office change methodology, agreeing variations with the Change Portfolio Office when required.

• Extensive ServiceNow development experience, particularly CMS and Service Portal
• Strong hands-on expertise in JavaScript, HTML, CSS
• Experience producing solution and technical design documentation
• Proven experience designing and delivering ServiceNow integrations
• Strong understanding of Agile, DevOps, and enterprise delivery models

Desirable

• Experience with Twilio (WhatsApp) integrations
• Data transformation experience (XLS imports, APIs, middleware)
• Experience working in large retail or regulated environments

Leadership & Soft Skills

• Proven ability to mentor and delegate to development teams
• Strong stakeholder communication skills
• Ability to balance hands-on delivery with strategic design responsibilities
• Proactive approach to risk, quality, and technical debt management

Key Deliverables & Success Measures

• Approved solution and technical architecture documentation
• High-quality, scalable CMS and Service Portal implementations
• Successful delivery of integrations supporting business outcomes
• Smooth transition to BAU with documented, supportable solutions
• Compliance with governance, change, and training requirements