Developer (ServiceNow) IT Service Management (ITSM) & HR Service Delivery (HRSD)

The Department for Education (DfE) is expanding its use of ServiceNow as a strategic enterprise platform to support digital services across the organisation.

Our ESM (Enterprise Service Management) ServiceNow team sits within Technology Operations and Information Management, part of DDT Central Operations. We are responsible for developing and operating ServiceNow as a core enterprise platform, supporting a growing set of business capabilities.

This is an exciting time to join the team. The platform is evolving beyond traditional use cases and we are continuing to expand capability across multiple domains. We are strengthening our in-house development capability to ensure we can deliver high-quality, sustainable solutions and maximise value from the platform., As a ServiceNow Developer, you will design, build and support solutions across the ServiceNow platform, contributing to both new delivery and live service operation.

You will:

• Design, configure, develop, test and implement ServiceNow solutions using platform best practice
• Work across key platform areas including ITSM and HRSD, ensuring solutions are consistent, maintainable and scalable
• Build end-to-end workflows, services, automations and integrations that support enterprise business processes
• Contribute to the evolution of the ServiceNow platform as part of a wider enterprise capability
• Develop solutions using modern ServiceNow practices including scripting, Flow Designer, IntegrationHub and APIs
• Apply strong engineering discipline, including safe change, testing, documentation and peer review
• Contribute to live service support where development input is required (incident, problem or request resolution)
• Identify opportunities for automation, simplification and improved user experience
• Contribute to platform standards, reusable components and development approaches
• Work as part of a collaborative agile team, supporting delivery and operational outcomes together
• Share knowledge and collaborate with colleagues to support team capability and service quality, * Your Statement of Suitability (max 500 words) should demonstrate how your experience meets the essential criteria listed above.

Stage 4 - Sift

We reserve the right to increase the minimum pass mark for the CSNT and CSVT where there is a high volume of applications or a particularly strong field of candidates. Where this occurs, candidates who do not meet the revised pass mark will not progress further, and their written application will not be assessed.

Applications will be assessed against the essential criteria set out in the advert.

More guidance on personal statements can be found here – completing your application.

Stage 5 – Interview

At interview you will be asked questions to assess your experience in line with the essential criteria listed above.

The interview will include scenario-based questions designed to assess ServiceNow development capability, platform architecture and design principles, workflow and automation design, engineering standards, HRSD and ITSM experience, and the ability to contribute effectively within an agile team.

Feedback will only be provided to candidates who attend an interview.

Sift and interview dates to be confirmed.

Important Information

If you fail to complete the tests before the deadline, your application will be withdrawn. Guidance will be available when you are invited to take the test. The tests are untimed, administered via Civil Service Jobs, and applicant guidance is available during the test and online on GOV.UK Online Tests guidance.

Applicants must complete the test on their own, without help, and Departments reserve the right to retest applicants under supervised conditions at later stages of the selection process. Doing this can provide reassurance to recruiters who are concerned about the authenticity of one or more test results.

Please ensure you allow yourself sufficient time to complete both assessments and submit your application before the advertised deadline.

Reasonable adjustments & test accessibility:

See our reasonable adjustments guide for candidates (online tests), or some example case studies, to act as a guide. You can use these to help you decide whether to ask for help or take the test without help.

More information about online tests can be found here: Preparing for the Civil Service Verbal and Numerical tests - GOV.UK. You will also find practice tests on this page if you would find them helpful prior to completing the live test.

Other Information

Interviews may be via Microsoft teams or face to face; the vacancy manager will confirm prior to the Interview.

In your application, please don’t include personal information that identifies you.

This means we can recruit based on your knowledge and skills, and not background, gender or ethnicity - it’s called name blind recruitment .

Please ensure that you remove from your application, all references to your:

• name/title
• educational institutions
• age
• gender
• email address
• postal address
• phone number
• nationality/immigration status

We reserve the right to raise the minimum pass mark in the event of a high volume or strong field of candidates.

Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.

The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.

If successful and transferring from another Government Department a criminal record check maybe carried out., Any move to Department for Education (DfE) will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/ Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

We are looking for an experienced ServiceNow Developer with strong technical development skills and proven experience of the platform. You will be part of an agile multidisciplinary team, contributing across both platform development and live service operation.

The role requires experience across key ServiceNow platform capabilities, including IT Service Management (ITSM) and related modules such as HR Service Delivery (HRSD), alongside an understanding of platform architecture and design principles. You should be confident designing solutions that integrate effectively within the wider ServiceNow ecosystem, ensuring a consistent, scalable and joined-up enterprise service.

IMPORTANT - This vacancy is using the Civil Service Numerical and Verbal tests. The deadline for completing the tests is the same as the vacancy closing date. Please ensure you complete the tests with sufficient time to complete the written application., 1. ServiceNow development capability

Experience developing ServiceNow solutions using modern practices, including:

• Coding Technologies, eg JavaScript, HTML, CSS
• Principle SN functionality, such as Business Rules, etc.
• Automation/Flow tools
• Data Processing/Importing
• Integrations/IntegrationHub
• Able to deliver maintainable, reusable solutions aligned to platform best practice.

1. Coding standards and quality

Experience applying strong coding discipline, including:

• Writing secure, maintainable code using out-of-the-box functionality where possible
• Following development standards, documenting solutions and testing changes prior to release
• Working within controlled deployment and release processes

1. Workflow, automation and service design

Experience designing end-to-end services and automation, including:

• Service request and fulfilment processes, approvals, notifications and business logic
• Aligning solutions with platform data models and identifying opportunities to standardise and simplify services

1. Agile and DevOps delivery

Experience working in agile environments, including:

• Sprint-based delivery within multidisciplinary teams
• Supporting both development and live service, and iterating based on feedback and outcomes

1. ServiceNow HRSD and ITSM experience

Candidates must demonstrate practical, hands-on experience with ServiceNow HRSD and ITSM, including:

• Designing solutions aligned to wider platform architecture
• Good understanding of ITIL principles
• Case management, HR service catalogue and employee-facing services
• Handling sensitive data securely and understanding HR data structures
• Incident, problem, change and request processes
• Service quality, stability, and alignment between development and operational support

1. Communication and collaboration

Ability to:

• Work effectively with technical colleagues in a development-focused team
• Contribute to technical discussions and decision-making
• Communicate technical concepts clearly where required

Desirable Criteria (assessed in the event of a tie-break situation at interview to make an informed decision):

• Experience or awareness of ServiceNow ITOM capability (e.g. event management, discovery or service mapping)
• ServiceNow certifications (CSA, CAD, HRSD)
• ITIL 4 certification
• Experience with CMDB / CSDM
• Experience of CI/CD or modern development pipelines
• Experience working in large or complex environments, This vacancy is being recruited using the Civil Service Success Profiles framework and will assess Experience and Technical Skills.

Pulled from the full job description

• Childcare
• Company pension, Alongside your salary of £42,806, Department for Education contributes £12,400 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.

As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King’s Birthday privilege holiday and 8 days’ bank and public holidays.

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities., In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Department of Education of your intention by emailing Pre-Employment.Checks.DFE@education.gov.uk stating the job reference number in the subject heading.

Department for Education do not cover the cost of travel to your interview/assessment unless otherwise stated.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

Terms and conditions of candidates transferring from ALBs and NDPBs

Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.

Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.

Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should