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Purpose of job:

An exciting opportunity has arisen, for an experienced ServiceNow Systems Administrator to join a global leading law firm at the start of the ServiceNow journey.

This is a new role where you will have the opportunity to really shape the direction of how ServiceNow is used within the organisation. This is a great chance for an experience ServiceNow Systems Administrator looking to progress their career by furthering their skills at a fantastic organisation.

We are looking for a candidate with experience with ITSM, Asset management and CMDB to join us as we look to transform the way in which we delivery Global Business Services. As part of a Centre of Excellence team working across the business, this role will have a real influence on the strategical direction of the platform as we bring on further business processes such as HR, Marketing and Finance.

This is a great opportunity for a ServiceNow Administrator to expand their current skillset at a fantastic organisation.

What’s in it for you?

The opportunity to join a multi-national team working within a global law firm this position will provide the successful candidate with a broad range of experience working with complex implementations of many of the market leading products and technologies.

We are looking for the successful candidate to drive best practice and agile enhancement of the platform to ensure it meets the constantly evolving business needs.

Key responsibilities:

• Managing day to day delivery of administration, maintenance, release and support activities for ServiceNow with an initial focus on Platform Governance, ITSM, Asset Management and CMDB modules.

• Managing the company roadmap for ServiceNow as part of the Global Business Services strategy

• Managing the full development to production lifecycle for all approved process updates and changes.

• Managing the full development to production lifecycle for all vendor releases and patching cycles in line with technology security guidelines and ServiceNow requirements.

• Maintaining the integration of key interfaces with ServiceNow as agreed with 3rd party teams and vendors

• Support for new integration requests.

• Identify and implement development/enhancement standards in line with ServiceNow, ITIL best practice and firm guidelines.

• Responsible for the day to day technical management of the ServiceNow Product suite.

• Act as the central point of contact for all ServiceNow enhancement and integrations requests.

• Responsible for translating business requirements into ServiceNow technical solutions optimizing automation and integration.

• Contribute to the technical governance, guidance and approval of changes submitted for review.

• Ensure that the overall support structure for ServiceNow is sufficient to meet the operational requirements for the delivery of the product set.

• Communicates needs, obstacles, and expectations effectively to supervisors.

• Contributes to and follows project plans, upholding - sprint delivery cycles.

• Balances multiple concurrent projects, ensuring projects are completed on time and within budget.

• Initiates and participates in process improvement dialogues.

• Supports applications/solutions, ensures service levels are met.

• Works effectively with other team members.

• Performs other duties as assigned.

Key relationships:

The ServiceNow Administrator works closely with the Global Business Services Stakeholders and Platform owners, other developers and QA professionals.

Experience and knowledge

• Significant experience in ServiceNow Administration within a financial, legal or professional services organisation.

• ServiceNow Admin Certified required.

• ITIL V3/V3 Foundation accreditation

• Experience in ServiceNow configuration, scripting, workflows and customisations.

• Design and modification of ServiceNow Service Portal including widget creation

• Requires a bachelor’s degree or equivalent combination of education and experience.

• Agile Development experience

• Knowledge of Flow Designer, Integration Hub

• Worked on Discovery, Service Mapping, Event Mgmt

• Review existing set up and provide best practice recommendations in line with the OEM.

• Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features.

• Skills and competencies Fluent communication, orally and in writing, and can present complex information to both technical and non-technical audiences.

• Experience planning, scheduling, and monitoring work to meet time and quality targets.

• Facilitates collaboration between stakeholders who share common objectives.

• Selects appropriately from applicable standards, methods, tools, and applications.

• Fully understands the importance of security to own work and the operation of the organisation. Seeks specialist security knowledge or advice when required to support own work or work of immediate colleagues.

• Ability to develop and maintain excellent relationships with external and internal customers.

• Can show capability to manage a variety of competing tasks and issues, prioritising appropriately and escalating where necessary.

• Encourages a culture of sharing information as required and ensures they share and receive information effectively.

• Works under general direction within a clear framework of accountability.

• Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.

• Influences customers, suppliers and partners at account level.

• May have some responsibility for the work of others and for the allocation of resources.

• Participates in external activities related to own specialism.

• Makes decisions which influence the success of projects and team objectives.

• Collaborates regularly with team members, users, and customers.

• Engages to ensure that user needs are being met throughout.

• Process development and documentation experience.

• A problem solver by nature, proactive and able to drive problem resolution through the appropriate escalation channels.

• Able to confidently participate in white board type design and review sessions.

• Able to evaluate and understand new products within the team's scope.

• A team player, approachable and flexible but also able to work independently.

• Strong ability to work in fast-paced environment and ability to multitask with ease is essential to the success of this position

• Innovative, analytical approach to solving complex test problems and performing troubleshooting

• Is required to constantly enhance own knowledge and actively share that knowledge with others.

• Requires self-motivation and the ability to persist with an incident or problem until final resolution.

• Proven self-starter who is able to work independently or as part of a team.