ServiceNow Platform Administrator

The ServiceNow Platform Administrator role is to deploy, maintain and improve the ServiceNow Service Management platform used by Capita to support its external customers and internal staff. The role will be leveraging technology to deliver proactive IT Operations through implementation, automation, integration, and management, of primarily ITSM related toolsets and environments and will require demonstrable experience and in-depth knowledge and expertise in processes, tools, and frameworks to improve overall quality, efficiency, and experience of services being delivered.

What you will be doing:

• Responsible for managing the ServiceNow platform and maintaining uptime operationally - this includes the ITSM, CSM, ITBM and Performance Analytics modules.
• Responsible for regular patching, hot fixes, and version upgrades in line with the product roadmap, ensuring these are tested appropriately.
• Creating product backlogs and pipelines to ensure sprints and stories are worked on and delivered to a high standard and on time.
• Manage release plans to ensure best use and development of available functionality.
• Continuously improve the platform offering and collaborate with other areas of the Operations team to ensure we are using ServiceNow to its full potential.
• Provide BAU support for any ServiceNow incidents and requests, liaising with customers and 3rd party teams as necessary.
• Provide training sessions as required by support teams, necessary to manage the ServiceNow platform.
• Create system user guides/process summaries and provision of training/familiarisation across the ServiceNow Platform.
• Identify system deficiencies and recommend solutions.
• Follow ServiceNow best practices (including scripting, security, implementation).
• Ensures the instance is secure and hardened as needed (Domain Separation, Edge Encryption, etc.)
• Manages instance security: user/group access, administration, access control lists. etc. 

What we are looking for:

• Experience working as a ServiceNow Application Support Engineer, carrying out system maintenance and upgrades.
• Experience using Business Rules, Client Scripts, Workflows, Form Design and UI Actions.
• Experience of the CSM module.
• Experience with ServiceNow ITSM, Service Portal, Service Catalogue, CMDB, Performance Analytics and Reporting.
• Demonstrable knowledge of Domain Separation and RBAC controls.
• Excellent understanding of ServiceNow platform administration.

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita’s colleagues, businesses and clients. 

We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services – from working collaboratively with Capita’s businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.