Lead Service Now Developer

We are seeking a motivated and collaborative individual to join our team as a Lead ServiceNow Developer. This role offers an exciting opportunity to design and develop our enterprise ServiceNow platform across modules including ITSM, CSM, HRSD and SIR. This is a rounded leadership role as well as a technical one. You will be hands-on where needed, but your wider value will be in providing credible technical leadership, coaching colleagues, supporting good service design and helping stakeholders get more from the platform.

One immediate focus will be our conversational support strategy, including Teams Live Chat, Enhanced Chat, Virtual Agent optimisation and conversational fulfilment. You will help improve customer journeys, self-service, knowledge, catalogue content and support experiences, within a dynamic and inclusive environment.

You will be responsible for:

• Design and develop effective ServiceNow solutions, producing logical designs, technical specifications and clear documentation.
• Provide technical leadership across platform, self-service, chat, portal and automation capabilities, establishing and applying development standards, policies and documentation.
• Coach, mentor and support less experienced colleagues, building confidence, judgement and technical capability.
• Work with stakeholders, Service Desk colleagues and service owners to improve knowledge, catalogue and conversational support journeys.
• Use feedback, operational insight and platform knowledge to identify practical improvements.

We welcome candidates who bring diverse perspectives, experiences, and approaches to their work.

• Proven experience developing, implementing and supporting ServiceNow platforms, with strong technical knowledge and judgement around quality, usability and maintainability. Including ITSM and self-service support processes, ideally including knowledge management, service catalogue, Virtual Agent/chat, portals or customer journey optimisation
• Confident understanding of ServiceNow functionality and configuration, including how modules, portals, catalogues, knowledge, chat/conversational support and automation can solve business and customer support problems
• Ability to provide credible technical leadership: shaping designs, reviewing work, setting standards, challenging assumptions and making recommendations informed by ServiceNow best practice
• Strong consultative and stakeholder management skills, including the ability to explain options, trade-offs and recommendations clearly
• Ability to coach and develop others, using ServiceNow knowledge to help colleagues and stakeholders build capability

Desirable Criteria:

• JavaScript, web services, APIs and integrations
• Experience with Virtual Agent, Enhanced Chat, Live Chat, Employee Center/portals, Microsoft Teams channels or conversational fulfilment
• Experience with Active Directory, LDAP or SSO integration
• Knowledge of web applications, networks, protocols and email systems
• Familiarity with Agile methodologies

We value transferable skills and real-world experience as much as formal qualifications.

(Grades 6-9)

Pulled from the full job description Annual leave Company pension Car scheme, Our benefits include:

• Generous employer contribution pension
• 29 days annual leave plus bank holidays, along with Christmas closure
• Ride to work and EV car scheme available

For more information, please see University of Manchester Benefits. You can also find information on our Flexible and Hybrid working here.

We are an open place of enquiry and challenge. We embrace and celebrate difference, diversity and debate, and we pride ourselves on being a place of education, learning and community where we are able, within the law, to question and test received wisdom, express new ideas and explore controversial or unpopular topics and opinions. Find out more from our Freedom of Speech Policy.