About the job you're considering
The ServiceNow Platform Implementation Solution Specialist is a technical and strategic role within Digital Customer Experience’s (DCX) Business Technology practice in the UK. This role focuses on developing, customizing, and integrating ServiceNow solutions to enhance Customer Experience, Technology Experience, and Employee Experience. It requires a strong understanding of what drives excellent customer experiences from marketing, sales, and commerce perspectives, as well as how great employee experiences are built around key moments such as onboarding, daily work, and talent development. The role also involves leveraging ServiceNow’s platform to enable seamless workflows that optimize productivity and satisfaction for both customers and employees.
Your role
Technical Development
* Design and develop solutions for ServiceNow workflow applications, including Customer Experience Workflow Applications: Customer Service Management (CSM), Field Service Management, Customer Service Portal.
* Technology Experience Workflow Applications: IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM).
* Employee Experience Workflow Applications: HR Service Delivery (HRSD), Employee Onboarding and Transitions, Workplace Service Delivery.
User Experience
* Utilize ServiceNow's Experience Layer components to build modern, intuitive user interfaces.
* Configure and enhance the Next Experience UI for tailored and seamless interactions.
* Use UI Builder and Service Portal to deliver role-based dashboards and customised workflows that meet client-specific requirements.
Integration and Data Management
* Integrate ServiceNow applications with external systems (e.g., CRMs, HR systems, and eCommerce platforms) using REST/SOAP APIs and IntegrationHub.
* Manage data migration and ensure alignment across ServiceNow modules and external systems for consistent data integrity.
* Workflow data fabric and RaptorDB.
Your skills and experience
* ServiceNow Expertise: Proven experience with the ServiceNow platform, focusing on Customer Experience, Technology Experience, and Employee Experience workflows.
* Customer and Employee Insights: Deep understanding of customer journey optimization, including touchpoints in marketing, sales, and commerce.
* Strong knowledge of employee lifecycle touchpoints, such as onboarding, daily productivity, and career development.
* Technical Proficiency: Proficiency in JavaScript, HTML, CSS, and ServiceNow-specific tools like Glide API, Flow Designer, and IntegrationHub.
* Integration Skills: Expertise in integrating ServiceNow with external systems to create end-to-end workflows.
* Communication and Collaboration: Ability to translate technical concepts into business outcomes and work effectively with diverse teams.
* Problem-Solving: Analytical mindset with the ability to troubleshoot complex issues and deliver innovative solutions.
Your security clearance
To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks. There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required. You will be asked questions about your security clearance eligibility such as country of residence and nationality.
Benefits
Flexibility: Hybrid‑first working; flexible working arrangements are part of the day‑to‑day reality. All UK employees are eligible to request flexible working arrangements. Shape your path: Learning for life mindset offers training and development opportunities, including hackathons, courses, and external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity, and more.
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