ServiceNow Administrator/Developer

About this role

As a ServiceNow Administrator/Developer, you will support the design, development, and ongoing operation of the Service Delivery Office’s (SDO’s) ServiceNow Protected Platform. You will deliver secure, high quality solutions, drive continuous platform improvement, and ensure ServiceNow capabilities align with evolving business needs. The ideal candidate will: Key Duties: • Support the SDO’s ServiceNow administration/development activities, applying best-practice approaches and ensuring seamless integration with other SDO systems and processes. • Provide expert guidance on ServiceNow capabilities to ensure alignment with SDO business objectives, service delivery requirements, and platform strategy. • Configure and enhance catalogue items, record producers, portals, and workflows using Flow Designer/Workflow to streamline processes, reduce manual effort, and shorten cycle times. • Identify, assess, and translate improvement opportunities from internal and external clients into secure, scalable, and supportable platform solutions. • Develop and maintain integrations with external and internal systems using REST/SOAP APIs, IntegrationHub, and other ServiceNow technologies, ensuring reliable data exchange and system interoperability. • Plan and execute family releases, patches, and instance clones (including impact analysis, test planning, defect tracking, and documentation) to minimise business disruption and maintain accurate release notes. • Apply and uphold platform governance, including design standards, naming conventions, and data models, supporting compliance, control frameworks, and audit readiness. • Maintain comprehensive platform documentation, architectural standards, and operational procedures to support platform integrity and knowledge continuity. • Contribute to planning activities (backlog refinement, sprint preparation, delivery cadence) and actively participate in retrospectives, championing continuous improvement and reduction of technical debt. Key Capabilities: • Demonstrated experience in ServiceNow configuration, development, and administration. • Strong knowledge of ServiceNow platform functionality, modules, and best-practice implementation patterns. • Proven analytical, troubleshooting, and problem-solving skills, with the ability to resolve complex technical issues. • Excellent communication skills, with the ability to translate technical concepts for diverse stakeholders and adapt communication style to context. • Exceptional organisational and time-management skills, with the ability to meet tight deadlines while maintaining quality in a fast-paced, multi-client shared-services environment. • Ability to manage multiple tasks, collaborate effectively within a team, and respond to evolving client and project needs. • Commitment to knowledge sharing, contributing to capability uplift across the team.