Senior Technical Analyst

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.

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

To meet these standards, applicants must have lived in the UK for at least the last five years, not be on a visa and be able to satisfy background, identity and criminal record checks., * 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.