Senior Specialist Infrastructure Engineer (ServiceNow Developer) - Companies House - HEO

Location

Cardiff, Wales, CF14 3UZ

About the job

Job summary

Then come and join our transformative digital services!

Job description

Reporting to the Lead Specialist Infrastructure Engineer, you’ll support and enhance the ServiceNow platform within the Technical Support Team.

As a Senior Specialist Infrastructure Engineer (ServiceNow Developer) you will:

Be involved in incident resolution, bug fixes, process creation, and user training
Design, develop, and maintain ServiceNow applications and modules
Configure and enhance ITSM and ITOM features to meet business needs
Support and enhance the ServiceNow Service Portal, ensuring usability, accessibility, and performance
Automate workflows and improve service delivery using ServiceNow capabilities
Develop and maintain custom scripts using JavaScript, GlideScript, Business Rules, UI Policies, and Work Flow
Support platform upgrades, ensuring compatibility and performance across modules
Integrate ServiceNow with external systems via REST/SOAP APIs
Troubleshoot issues and provide technical support across the platform
Collaborate with business and IT teams to gather requirements and deliver scalable solutions
Continual review of the effectiveness and efficiency of existing ITIL and IT processes
Provisioning of Knowledge Base solutions, Event Dashboards, Reports, and Analytics to Business and IT users
Customer interaction and office-wide communications

Where will you be working?

You will be aligned to our Cardiff office, where you will be expected to attend on a regular basis. We are currently using a hybrid approach to the way we work which provides opportunities for you to be adaptable in the way you work so that you can achieve a healthy balance between your work and home life. The degree of choice you have will depend on your role and your day-to-day work activities. Your manager will agree regular patterns of attendance with you, however you may be required to make yourself available to attend the office more frequently when required to meet business needs.

Person specification

The following experience and skills will be assessed at sift and interview.

We’re looking for a Senior Specialist Infrastructure Engineer who is:

Adaptable and calm under pressure, able to manage shifting priorities
Quick to learn, with a proactive approach to upgrades and new features
Works well independently and in teams, using initiative and strong people skills
Collaborative and confident in presenting new features and promoting services
Clear communicator, engaging with both technical and non-technical audiences
Customer-focused, delivering inclusive training for all skill levels

The successful candidate will have:

Proven experience as a ServiceNow Developer, or similar, in enterprise environments
Solid understanding of ITSM and ITOM modules and best practices
Ability to work independently and collaboratively in a fast-paced environment
Excellent communication and stakeholder engagement skills
Strong proficiency in ServiceNow, or similar, scripting and configuration
Hands-on experience with platform upgrades and release management
Experience supporting and customising a Service Portal

While we are interested in candidates’ transferrable skills and experience, please let us know if you have any of the following:

ITIL4 Certification
ServiceNow certifications (e.g., CSA/Admin Foundation, ITSM, ITOM)
Familiarity with Agile development and DevOps practices
Understanding of GDS (Government Digital Service) standards
Knowledge of WCAG (Web Content Accessibility Guidelines) and accessibility best practices

Behaviours

We'll assess you against these behaviours during the selection process:

Changing and Improving
Managing a Quality Service
Delivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:

Experience as a ServiceNow Developer, or similar, in enterprise environments
Understanding of ITSM and ITOM modules and best practices